Poor customer service

I logged a plumbing issue on 2 March. Water coming out of wall. Was told an assessor would be sent. After making calls to find out when the assessors would arrive, they eventually turned up on 4 March. All this time, still have water leaking. Days go by, and I have not heard from anyone, so I called the call center on 15 March. After reading all the information on the system, they tell me the claim was rejected. I ask what date this was noted on the system, and am told 8 March. I ask why I wasn't informed about the rejected claim, but no reply. I request the rejection letter and assessment from plumber to be emailed to me, my email address was confirmed, and I am still waiting, a day later.