ABSA & FOGI'S INCOMPETANCE

it is with utter disgust and disbelief that I would have to write a post on the service provided by Absa home insurance. I have notified absa of my geyser claim on the 4th of December, 5th December a plumber was sent to my property who arrived at 8.30 and left at 12pm and confirmed the element was the problem which was replaced and my excess was paid to him, 2 hours later the geyser was still not heating up and called the plumber back who arrived at 4.30pm and left about 8pm, 2 hours later the geyser was still not heating and I called him back and he advised he knows exactly what the problem is and will contact heat tech to replace the geyser. at 11.13am on 6th December I get an sms from heat tech to confirm they have been notified of the problem. I get a call at 8am on 7th December to say the technicians will be out on my property at 12pm to address the query, the technicians pitch after 3pm. They then try to ****** cash out of my daughter by telling her that the gasket is blown, who btw works for an insurance company and knows exactly what should or shouldn't be done, due to the manner in which she was spoken to she called her husband to address these technicians who then changed their statement to gasket is leaking and there is no electricity reaching the geyser. Again I had to contact Absa to follow up with the claim after several days of phone calls and emails and more contractors in and out my property the electrician finally restored electricity to the geyser and advised me that the thermostat is not regulating and in my best interest to switch the geyser on and off to regulate the geyser to avoid further damage or burn Again I contact Absa to advise them of this information with emails and phone calls and absolutely no response. today I was contacted by another claims consultant advising me of my calls being recorded and all of that and ask me about the claim... seriously shouldn't you know exactly where we are with this claim after so many calls and emails. I then request to be on a conference call with Fogi (Giovanni) who also want to know about the claim, I sent you emails explaining exactly where we are with this claim and then you have the audacity to tell me to lower the tone of my voice, Giovanni if this was your claim and your 9 year old grandchild or another kin burn themselves cause they don't remember that the geyser is not working like it should, would you tell the person on the other side to lower their tone. all Absa consultants can do is apologise for the inconvenience. I am not paying you for your apology I am paying you for a service!!! today is the 21st of December and I would like to elevate this claim and if some competent person can call me back with results. I was contacted today by Absa insurance to confirm there will be a plumber sent out to my property to resolve the issue on hand. I was then contacted by the service provider orsula plumbing to confirm the above, and proceeded to confirm if the thermostat is required to be changed a further R500 is required for the excess, which I declined to accept, I was told I would be called back as this was to be addressed with Absa, orsula plumbing (Zanele) called me back to say all arranged with Absa and there will be no further charges. There is unfortunately no one at home today but due to the emergency I called my husband out of a meeting to make sure he makes himself available for the plumbers. The plumbers arrive confirm the thermostat is not working and proceeds to leave and when my husband asked why they not replacing the thermostat they said they was advised by absa that the previous plumber must come out to resolve the issue. I called orsula plumbing to confirm what’s going on and was given the same explanation as the plumber gave my husband. I called fogi and requested to speak to a manager I was on hold for nearly 10minutes if not more before Kelly came back on the line to advise me that a customer service consultant will call me back. as I wanted to know why we are being treated in this very unprofessional manner all she could do was reiterate what I already know which is FOGI’s lack of communication and disrespect for the home owner. I have a 10 month grandchild and a 74 year old mum, my husband is diabetic and I have lupus and I have been tolerating this insolence and disrespect to the another level beyond professional. today is the 22nd of December and my geyser is still not repaired. Let me just say that ABSA and FOGI have absolutely no regard and is being currently totally irresponsible towards their client during this pandemic.