Terrible customer service

We are extremely dissatisfied with the manner in which this company operates. We had a terrible tenant whom we had no control over, among other things he installed a citiq meter on our property that had been registered to his parents' house, consequently he had been receiving the reimbur*****ts. With a lot of effort we managed to get the tenant out almost 2 years ago, and I am now living on the smallholding myself. This previous tenant has still been receiving the reimbur*****ts and is refusing to pay it back to us. We have been trying for months to get this corrected but emails have been ignored by Citiq, they have answered some Whatsapp messages but have been very unhelpful and every time they have more hoops for us to jump through. What is upsetting is that anyone who has a citiq meter number can register to receive the reimbur*****t, but to change this to the rightful owner of the property is almost impossible. We have no choice but to remove this meter and use another company, since we've been losing thousands of rands and really want this ex tenant out of our lives now.