Shocking turn down

So FNB's slogan is "how can we help you. Well I can tell you from the bottom of my hart this is not the case. I logged a case with Homeowners insurance of FNB for my swimming pool pump. First it I was told that the accessor or pool pump specialist will be in contact with me 24 hour or less when I logged the claim. Not the case!!! A week latter they contacted me. And guess what? When they contacted me the case was just handed over by FNB. A WEEK later. So I told him that I have taken the pool pump apart and fixed 3 times over the last 5 months (sins I first moved in). First I replaced the filter sand witch I could see was not done for a long time. Then the Fuser unit and the Barings. Then I replaced the fittings that connected the pool pump. Still the pump worked for 30min the it would shutdown and then after 10-15min it would pump again. the pool EXPERT then said it is due to load shedding that it does this and need to be replaced. But FNB knows better: in there word after a further 1 weeks of waiting "we will not be replacing the pump because it is due to ware and tear" So I ask the readers should there slogan really read/say "How can we help you"?