Claim lodged in December, 09 2021

Dear Ombudsman,

My name is Thandeka Koko from 499B Xaba Drive, White City Jabavu, 1809.

I lodged a claim on 09 December 2021. My bathtub was damaged to a point that we cannot use the tub anymore. The assessors came to assess the bathroom and my claim got approved. The contractor was appointed and paid in the money which I was supposed to pay it in.

The problem started when I had to find tiles that matches the old one and a green bathtub. Unfortunately, I could not find the green bathtub and the matching tiles. I then told First For Woman that I can't find them anywhere and that they no longer make them. The process dragged when I called in I was told by Lorraine in January that it is approved and that the contractor has to come to start the working. When I call the contractor he would say that he is waiting for First For to approve. Since then I have been sent from pillar to poster to get the bathroom fixed. I would be put on hold by Lorraine, other Managers, requesting them to intervene. I would be put on hold for more than 30 minutes the January while trying to call them. Eventually when I threaten to take the matter to the Ombudsman I manage to get action from Shannete the Service Manager who CC's all the Managers it was on 25th January. The outcome was the contractor said he will come on Monday, the 31st of January. The contractor did not come on that Monday, without any communication whatsoever. I phoned in again the contractor came on Tuesday. He dropped off one guy on the 1st of February, who came and broke off the tiles on the wall. There was a rabble dumped right next to my kitchen door which is still standing, the bathroom is so scary, dusty, cement everywhere, we cant use the bathroom all you see is cement, I have pictures attached. The contractor did not come yesterday on 02nd February. I called the contractor at around 12H00 on the 02nd. He said he will come back to me, just to check where are. Came back to me and advised that they will come in today and might come to collect the rabble that is next to the kitchen door. 03 February no show again the time is now is going 13H00 no call from the Contractor and First for woman. The Ombudsman please assist in this matter. I am being victimised because I am a lady who stays in Soweto. I don't matter to anyone yet I am paying a premium of R1600 every month to First for Woman.

Furious and unhappy with First for Woman. I was treated like a clown when complaining to them. They even put me on hold for 30 min and put the phone down on my ear.