Bad service

reported my ****** TV. The claim was approved on the 29th August. I paid my excess to Stax. My claim no is ***. Apparently the special that Absa targeted was no longer available. Stax submitted the claim for the different to ABSA. There is no response to date. The lady dealing with the case is Portia. It is not known whether she chose not to reply or she is on leave. I contacted my personal bank who is also just dragging his feet. I don't even understand his role as he cannot even assist with a minor issue like this. ABSA I Direct sucks and the structure of ABSA and it's personal bankers is a mess. Efforts to call them will just make situation worse as you will hold for 30 minutes. Can someone assist Thusang!!