pathetic customer service

I contacted this company the morning of 26 May 2023 to explain i have a burst geyser and the geyser needs to be replaced the consultant said i have 2 options , either give them the instruction to replace it or check the damages first - i told them they need to replace it as its burst they assured me that the contractors would be out same day to resolve the issue after 1pm i call to find out when the contractors will arrive because its getting late - they eventually arrive after 2pm - during this time i also sent an email to one of the team leaders explaining my frustration as this matter is urgent as the geyser is leaking , water is coming through the opening of the roof the contractors then phone me to tell me they will isolate the hot water so the leak stops - keep in mind its winter and how are we supposed to bath/shower i then call back and speak to team leader Sibongile and again vent my frustration to have this geyser replaced, she said she will call me back as she will get on the phone to the contractors - its now 3pm she calls me back and says they need access fee of 1500 rand - the policy is not in my name its in the body coorporate name so i tell her she can get it from them , give her the contact number and i tell Sibongile to call me if she cannot get hold of the faci****y manager mark and Amari managing agents i am still waiting for this geyster to be replace, still waiting for sibongiles call my mother had to sign an indemnity form to say that the contractors are not liable for any damage as i told them not to isolate the hot water as its extremely stupid to do so as we cannot shower or bath