About RDT

Hello, I am a caseworker for a client whose electricity has been disconnected after it has supposed to have been recently connected. Another caseworker has given me the task of sorting it out. I have the login details as well as the client details. I am trying to work out on their behalf a) why the power at the unit has all of a sudden been disconnected b) why the online login won't load the page - it says the account is not available and to try later.Please help, my client has no power ...