poor service

I was on a hiking trip from 18 January 2022 to 24 January 2022, with limited or mostly NO cell phone reception. My daughter made me aware of a leak in the roof on the 21st of January after which I logged it via the banking phone app. I was not aware whether it was the geyser or pipe or whatever, but logged it as geyser at that time.

A company was appointed to come out, Just Domestic Plumbing. Unfortunately for at least 2 days I then had no cell phone reception in the De Hoop Nature reserve and I could not pay the access amount of R800 and obviously the company did not do the work……and the water kept dripping on the roof. My daughter does not have the means to pay this amount and as mentioned I only saw the message 2 days later as I had NO CELL PHONE reception.

When I got home, Monday 24 January, I immediately called Tarryn from the plumbing company and ask her to send the team to my house. After a second call later the day and me saying that if they don’t respond I’m going to ask ABSA for another provider, they arrived at 15:00. They were not prepared – how do you show up at a house and ask for a lead as their lead is to short to get in the roof? Then it seems it was only a pipe and not the geyser that was the problem. They were only busy about half an hour. After they left I phoned ABSA again and asked what’s next as my ceiling looks terrible of a week’s dripping water. My cupboards are damp and swollen and I cant open the doors properly? ABSA responded they await the plumbers report, but they have up till 48 hours to provide the report.

Questions: o According to my policy I have Home Assist that should cover plumbing without me paying a call out fee and the first hour is free – why do I have to pay R800 for this job done? o Why have nobody come back to me regarding my cupboards? o Have the plumbing company sent the necessary report and photos for the ceiling/cupboard damage? They have taken photos..even came back a second time as they forgot to take pictures of the pipe!

I’m shocked that a company will let water keep on dripping as this was clearly a exceptional circumstance, me being away on hiking and not available to pay the fee as I did not have cell phone reception? The cupboards and the ceiling will most probably have to be replaced and I believe I have to pay another R800 for this service as and when another provider is appointed by ABSA?!

I formally logged a complaint here!

Your prompt response will be appreciated. I’m also not sure why ABSA has not yet followed up on the service of this provider? The below email was all I received from ABSA?