Estimated water meter readings and irregular billing

I received a statement with a billing amount of R28000.00, when I called to enquire, I was told that the water readings were underestimated so they were correcting that mistake. I did not understand why the water readings had to underestimated when the meter is easily accessible for the meter readers. I find it unfair that I have to pay for the negligence of the people who did not do their job. also I was making payments to the account monthly, so why does it seem like I was not making payments to the account. I sent the municipality an email to ask them to resolve this issue but up until now, there hasn't been any movement or feedback on the issue. I have also been making monthly payments to the account that are not reflected on the statement. Now they have disconnected the water supply as if i was not making payments at all.

please help me.