Reliance Energy — Issue in single phase

Address:

Mumbai City, Maharashtra, 400083

We had registered a complaint about power failure and power is not there for more than 9 hrs.
But they have not send any workers to the site, then we called on personal number of that worker, then he came and resolved it, problem is minor(single phase)
So why there is customer care facility in reliance energy, shut it down, they not able to solve the issue. we have wasted our 9 hrs, so many work pending.