Disappointed with Absa and the Plumnees

On 24 June my bedroom started licking water from the ceiling then my husband and son checked and saw that it's a pipe which we replaced but when we switched on the water was still licking. My son went up again to check and it was not the pipes. I phoned someone to come and Che k that does roofs and he said the roof is caving in. So I sent an email to Absa thinking they will 1zt send an Assessor but they send plumbers Lourens Plumbers. After they left the pipe which was not licking now has many holes which now is licking to the passage which was not licking for 2 weeks. My son made a video the 1st time he went up and that side where the pipe now has holes was dry. So I emailed Abbsa and explained about the pipe that was damaged and no response and the Plumbing company wants me to pay R1000 access so then can fix a pipe which the made holes. Absa does not care and just want to send an Assessor for the residual damage while we know the problem is the roof which was not checked. How much access must I pay before the real problem is solved which is the roof. I want them to send a person to assess the roof. We have not claimed many years and the service we receive is bad..