Poor service delivery

I regret changing to dial direct... I joined in December 2019, then early this month March 2020 I called to claim for home assist. I had a blocked drain. They appointed their plumber. The plumber was at my house for less than 25min and told my helper that they are unable to unblock using normal rods and the machine is needed. So they said they will send a report to dial direct. I get home and emailed the lady who was assisting me, Beverly. I told her that I know in my area rods are normally used for such job as the same problem occurred 3 years or so ago... She told me that there is nothing they can do as the plumber was already at my house and spent an hour. I told her that I will appoint a private plumber and should they use rods I want to be paid back whatever I will be charged by the plumber. Indeed a plumber used rods to unblock. I called next day and emailed the invoice which stated that rods were used.. I was told to email to complaints department. Boitumelo from complaints never bothered to give me feedback, I had to be the one constantly calling. She eventually told me Riaan will be looking into my complain. Riaan told me the call out fee n 1 hour labor has been paid so they cannot repay me. Bull**** I told him to email me tracker records showing what time those plumbers got to my house and when they left. To date, still waiting his response.. I REGRET JOINING THIS ****TY COMPANY I managed to reverse my last 2 months premiums with my bank. Though the money I paid to the plumber is not entirely paid, but Atleast the reversed premiums makes up 50% of what I paid.