Confused

We have a home loan with ABSA and ar e covered for geyser repairs. On Saturday we lodged a call to get the geyser repaired, I was told 1 of 2 things would happen 1.gyser would be repaired and we pay access of R250 or 2.Geyser replaced and we pay access of R500. Simunye plumbing was contracted to perform the job. They replaced the element of the geyser and we paid R250 access. Our geyser was initially installed 07/02/2008. On the day Simunye plumbing said there is an issue with the valve and we must lodge a new case for the valve to be replaced and this will cost additional R250. I called the bank to ask if this could not possibly be right because a new geyser will cost R500 access so why not just replace the geyser altogether? ABSA said indeed we need to lodge a new case and pay another R250 for the valve. We still don't have hot water. It's as good as they never came. Can someone help me make sense because if you keep charging us R250 for each piece of the geyser when you could just replace an 11 year old one we are actually not getting anywhere!!!