Two different stories

Following from the incident where FNB didn’t sent out a plumber, I had to get my own plumber. Now for the resultant damages they want an excess payment. They didn’t pay for the plumber and they want to suck you dry with an excess payment. So glad I left them. The consultant who helped at first told me there won’t be an excess. Now suddenly there is an excess.. in the meantime I paid them on time and have been a good customer, it is them they messed up by not sending out a plumber.