POOR AND DISGUSTING SERVICE FROM ABSA IDIRECT

On the 18th of July I called the insurance for my windscreen chip repair and spoke to Chantel, whom I described the chip to, and she asked for the date in which the chip occurred and I told her it was yesterday morning, she then asked me how big the chip was and if it was something that could be repaired and I indicated that it was a small chip with and she said that there won't be any excess fee for that and referred me to the nearest PG class. I went to PG glass in Midrand and they worked on the chip, as there were working on the chip, my windscreen cracked and thats when they told that I will need to pay for the cracked windscreen as it can no longer be repaired but needs to be replaced. I was not aware that repairing a chip might end up cracking my screen as know one told me and even Chantel didn't mention that to me, now I have to pay an excess fee that I do not have for a windscreen replacement that I didn't even know that there was a clause of it might BREAK, I am honestly disappointed with the service I got from Absa, as i have been your customer fir more than 7 years and this is the service I get. Whose fault is it that my window was damaged by PG Glass, is how the customers get treated. I then called ABSA again where I spoke to Katlego and she advised that Chantel will listen to the recordings and call me back, guess what nobody bothered to call me back and now I am stuck with a cracked windscreen