Poor service delivery

On the 15th of April I logged a call with Builders for a leaking geyser. I was asked to send relevant docs i.e. COC, photo of the serial number, geyser details and the proof of purchase. I purchased the geyser on the 17th of April 2021 as per my bank statement and had it installed 18th as per the COC issued on the day of installation. Unfortunately I don't have the slip or invoice. On the 16th of April 2026 I followed up on the claim. I was told by the person that the matter will be escalated to another department. In all honestly I have missed some emails sent to me on the 17th of April 2026 to my other email account as it was daughters matric ball. I called the 21st of April to follow up and was told that the claim was closed due to the fact that they could not get hold of me. The consultant then advised that I must respond to the email that closed the matter. (9h29am). Later the afternoon I followed up again as I did not receive any feedback as yet. The consultant then opened the case, only to find that it was the wrong number that they called hence they could not get hold of me. She then updated the number on their system but bear in mind I have send an email the previous day with 2 numbers that they could contact me on. Today the 22/04/2026 I contacted Builders again to follow up. Again I was told the matter is closed and that they have send an email out to me. This time it was send to someone else. I was then told again that the matter will be escalated to the complaints department. At this point a senior intervened and told me that I will not be covered if I don't have the proof of purchase. I do however have the proof of purchase on my bank statement. I still haven't receive an email as promised regarding the statement. I will probably have to call again to follow up. Is Builders deliberately delaying the process so that the geyser runs out of warranty on the 30/04/2026? Can you urgently give me feedback regarding the matter as I am also wasting a lot of water that is continuously leaking.