Geyser Claim not prioritized

I have had a claim regarding my geyser. I have been dealing with Tshepo and Sochi both refused to give their last names. This claim was logged on Friday 30 Sep 2022 and till this date only plumbers have been out to evaluate the damage on the geyser. When I phone in, I get the same story that is system is down/authorization for the claim is pending and that someone will contact me shortly. The service is pathetic however we pay them monthly without fail. I'd rather pay more and get service than save a few rands and have to suffer.

How should we wait for our geyser to be fixed, its almost a week without any response from Brolink: ref 627346