Poor service and failure to resolve to Complaints within 30 working days

I lodged a complaint for my geyser last December 2018 and I was unhappy with the service that was appointed by Hollard. I complained directly to Hollard and my complaint was acknowledged on the 12 December 2018 and I was informed someone would be in touch with me regarding my complaint. Today is the 31 January 2019 and Hollard never contacted me and did not refund my money since their service provider never showed up except them giving me excuses that they could not allocate my address. I had to get the plumber to sort out the geyser and pay him from my pocket while Hollard collects money from my account every month without fail and their complaint process does not work and they do not comply with the FAIS Act requirement as all complaints need to be attended to within 30 working days from the date of receipt. My 30 days expired on the 25 of January 2019. Stay away from Hollard !!!!!