Bad /no service

We struggled for 2 days to buy electricity. We stay far out of town and therefore we make use of online buying. We spent R600 today and struggled for the whole day and didn't have any electricity. My husband was busy speaking to Bronwyn on the after hour number since just after 4. He had to sent the proof of payments and every time when he phoned she said she is waiting for feedback. Then I phoned and I exploded because why didn't she follow up or sent us an emergency token? She refused to provide her name and she even put the phone down in my ear and when I tried to phone back (4 times) she didn't answer. The next moment we received an emergency token and then we saw her name on the transaction. Why did we only received assistance after getting frustrated? Some of our money is still paid and we don't know what will happen to it.