The worsed service

On the 21 st of September I called in my claim. Borehole pump is not pumping, I told ABSA this is our main source of water supply. On 23 September I called them again because no one has come out. They then tell me I can fix it myself I should just send copy of invoice and payment. On 24 September I got someone who came out, he said he don't know what happened to the pump but it is not electical he suspect it just a poor quality pump. On 28 September the assessor comes out, he says it is normal wear and tear, the life span of a pump is between 10 to 15 years, ABSA put this pump in 2 - 3 years ago. The assessor sits on the bord and also owns the company that is supposed to repair borehole pumps - it seems slightly biased to me. I have now emailed them twice and have never had any communication from ABSA but yet they were very quick to run the debit order, which i pay yearly in advance! So ABSA was fine with the idea that their client sits without water for 11 days before sending an assessor out but quick to take your money!