I as an Absa Home loan client have not been treated fairly

I have my Home Loan through Absa and had to use the Absa iDirect for a geezer leakage incident on Monday 18 January 2021. I was at first very impressed with the fast service as within an half an hour the contractor (STARPLEX) they assigned was here. They mentioned that they had to replace a pipe that was leaking and that it is fixed now. I had to sign and pay the job card before "Frans" had written what was done on the job card. The only thing that was written on the job card was the R500 excess I had to pay. My husband paid the access via EFT. After the payment was done he handed me the copy of the job card which was now completed indicating what was done. Later that day Frans from STARPLEX phoned me and said that they forgot something in the roof. Three people came back and was in the roof for quite some time before they left. A day later we did not have warm water from that specific geezer. I phoned Frans from STARPLEX on Wednesday and he said that they will come out on Thursday morning to attend to it but I should note that I paid him R300 short (why only when I phoned him this was mentioned?) as the excess is R800 not R500. It is clearly written on the job card that the excess is R500 NOT R800. Why did three people need to come look in my roof for what ever they forgot and why did it take so long to find it if they were three. I do not live in a mansion..... Secondly why after a day, that they were at my property the same geezer they attended too and two visits in my roof were now suddenly broken and need to be replaced? The Thursday morning a received an sms from Frans from STARPLEX saying he is sending out other people as he is not feeling well. Three people from STARPLEX arrived here on Thursday went into the roof again and said the thermostat is broken and they need to replace it. I need to register a new claim and pay excess AGAIN!!!! The whole sequence of events are just very fishy to me. So I phoned Absa idirect Insurance on Thursday and on Friday and explained what has happened. Nothing happened since...I also explained to them that I do not understand that this could happen in week and why I need to register a new claim paying excess again. On Friday I was talking to a Michael who said they will send out an independent plumber to investigate but nothing happened. So I phoned idirect again this morning as we are still without warm water from that geezer. The call center consultant informed me that there is nothing suspicious about the sequence of events and I need to register a claim again and the same plumbers will be attending to replacing the thermostat.... I do not feel that I as a Home Owner and loyal paying customer of my Absa Home loan has been treated fairly.