"I am committed to excellent client communication"

On 10 June 2020, I wrote a complaint on this platform, and it refers,

"Good day It is well established that, that the World Health Organisation, declared COVID 19 a pandemic. Pursuant that, our State President, declared a lockdown, which is still in effect. The fundamental aspects are proper hygiene to reduce the spread of the virus. Additionally, it is well established that our country, especially our Metro, that water is scarce resource. It should be noted that, on 25 May 2020, we reported a pipe leak to Absa Building Insurance, and a claim was registered, with claim no. **********. As a result, we had to switch off water supply because we could hear the leak inside the walls. Subsequently, a leak detection service provider appointed by Absa Insurance, came to conduct a leak detection, and that was on 27 May 2020. Consequently, we made numerous inquiries at the call centre, on 29 May 2020, 01 June 2020 and the last call was on 09 June 2020. Importantly, in all instances above, we were advised that our claim handler would be in contact with us, to advise us, regarding the status and progress of the claim. This was confirmed, by Celeste a call centre consultant, that she had sent an email to our claim handler, Ms Emma Moetsisi, advising her of our dire situation, and that she needs to make contact with us as well. Thus, I am of the view that our claim is handling by a person who is bordering on being callous, condescending and not appreciative of the fact that we are in a pandemic, and we had to close the water source due to the leak."

Subsequently, on 10 June 2020, Ms Lebohang Mashiane, responded and the response refers, "Thank you for bringing this unfortunate matter/incident to my attention and please accept my sincere apology . I will review and provide you with my specific contact details as well as your unique complaint reference number, and an expected timeframe for further feedback/resolution via email or making contact with you telephonically"

It should be noted that the claim eventually, was referred and handled by Ms Emma Motsisi. Additionally, the wall in our bathroom was demolished in order to gain access to the leaking pipe, and the pipe was repaired.

The reason for this review, is the frustration of having a gaping hole, on the wall where it was demolished. I should be noted that, Ms Emma Motsisi, sent an email on 09 July 2020, but it was addressed to Mr van Zyl, and was trying to ****rtain on whether the repairs, were attended to. As a result I responded that there were no repairs done. She requested via email to contact me on 09 July 2020 at 14H00, and I obliged. However, she never did, and I sent an email to that fact.

As I write this complaint, we have a damaged, gaping hole, which has fungus, and the fungi is know to cause irreversible respiratory problems.