Still no response since 10 January 2018

I had sent an e-mail to Absa informing them that my roof got damaged with the recent storm in December 2017. To date I have no one contact me and with the current rains being experienced the beams are getting water logged and starting to rot. When will I get someone to come and assess the damage and have it repaired? why must one always resort to public complaining before anything gets done.

Regards