Claim rejected because of NO MERIT

I logged a call almost 2 weeks ago for what I believe is a plumbing issue. ABSA send out the plumbers who said something like 'the previous plumbers did mamparra work'. I had leaking pipes in 2015. This caused the wall in the next door room to start crumbling, and it showed white patches because of the damp. The linen closet had to be replaced and ALL my linen had to be thrown away. I noticed white spots again on my wall 2 about weeks ago when I moved the furniture. I then checked the linen closet again and I saw the paint started crumbling again. Nobody from ABSA answers the email or phones back. When I phoned this morning I was told the claim is rejected - it has no merit. After 40min on the phone I started speaking Afrikaans because I struggle for the right words. Mduduzo told me he cannot understand me and there is NOBODY available who can. He said that 2 years ago they paid for the damages but things changed. MY MONEY AND PAYMENTS SURELY NEVER CHANGED. Why is there NOBODY on the call centre who can speak Afrikaans. He kept on saying his records shows that it was only the BATH that needed silicon 2 years ago but they paid me R 16 000, AND fixed the wall and cubboard. WOW.. R16 000 for silicon... REALLY.. I KNOW my pipes were replaced, and I know that something still leaks.. But there is NO MERIT in my damages.. WHY NOT?