Prepaid unit installation failure… and service even more

I have reached the point of being beyond disappointed. In February this year, we made arrangements with the prepaid department to have a unit installed for our comfort and having control over our electricity bill. After two months, the unit was installed! As relieved as we felt, it became nothing but a mess! The prepaid unit which was installed didn’t connect with the main box, meaning we can’t load any prepaid tokens onto the prepaid box without logging a callout to Protea metering. By the last call out, the technician recommended that the unit should be replaced. We took the technician’s advice and requested a replacement and a commitment date was made to replace the unit but to date no one assisted and yet we are left stranded! The unit, being paid for, still doesnt work?! What kind of service do you deliver?