No response from Ugu in months

Good day. I must admit, I have been extremely patient with Ugu up until this point. I have been billed an exuberant amount for my water account and the billing date has been incorrect. From what I understand from officials at Ugu, my account was opened on 21 June 2015 but the bill for August 2015 indicated that I was being billed from 28 April 2015, which was a month before the account was opened - Ugu indicated I needed to settle R2199!. I queried this since Aug 2015, each time getting a response to send my enquiry to *** - this does not work because one does not even get some acknowledgement from this email to indicate that someone is investigating. When phoning the accounts department in Port Shepstone, I get told to communicate via email but weeks will go by without response. Why can't someone at least get back to me with my original query.