Failure to do their job, deprivation of human basic need

My mother's (Dikeledi Fortune Kotsedi, cell phone number ***) water has been cut off because they says she hasn't been buying water since 2015, an incident occurred in 2015 whereby she had reported that her meter was leaking and she went to report and they came nd dug a hole in the attempt to fix the problem but they left the whole for over 4 months, without fixing the meter, they later came back nd said that they have fixed it, after that my mother went to buy water with a token but then she realized that she can't use the token on the meter, she also realized that the meter reader has been removed meaning they has bypassed the meter, she still went back to mogale city to report it more than 3 times but no one ever came to attend to the problem. They now say she owes R27000 because she hasn't been buying water since 2015, how is that her problem when she reported that there is a problem with the water meter nd now water has been cut off which is basic needs to human rights. How was it calculated nd how is she charged for something that she reported countless times nd why is her water cut off when their meter isn't working.