run away water

On the 13th December my parents had the misfortune of having the tap ****** from the front of their house and left the water running for - 4 hours. I reported this by calling the City who sent out the necessary help to replace the tap and stop the water from running. I was told that I could get a rebate for this account as the damage was not coursed by my parents but by a *****. I was told to report the case and get a case number (see above). The ccc workers that was sent to the scene, also advised that they would put in a report themselves to help with the rebate process and approval. After we received the account, which had NO rebate on it, I called the ccc on the 29th Jan 2015 to make enquiries about the rebate. The person I spoke to, advised that they still need the case number to process the rebate amount. On 5th Feb 2015, I spoke to YOHANE KALIPA, who had so much attitude, and told me that I should NOT just assume that I can get a rebate and that I should claim from my household insurer. Now the city informs me (Deirdre? Davids) that we will not get a rebate. This is unacceptable and unfair to anyone who has to be put up with this \policy"case no: 747/12/2014_ ref no: 450786"""