POOR SERVICE, POOR COMMUNICATION

I follow up complaint lodged on the 27th of December about ABSA claim number ***. Subsequent to this, my geyser was repaired. My bathroom, and one-bedroom ceilings were affected. On Thursday the 4th of January and Assessor from was sent to come and assess. He said he will be sending the documents to ABSA for approval. Yesterday the 9th, I called ABSA for a follow up. I was told that the claim has been approved, and the repairs will be done today Wednesday, and a fee of R800 will be levied and a form will be sent to me for payment. Instead of receiving a form, i was called by a lady from Naledzi Property and construction, saying they were appointment to do the repairs and can only be done next week Wednesday with an excess fee of R1800.00. ABSA apparently changed contractor from Supra Bouwers to Naledzi without informing me. Where is the law of TFC here?? I am the premium payer and the victim here. Why is is it that I each time have to lodge a complaint or pick up a call and make follow ups at my own costs? I need ABSA to urgently call me and give a proper explanation as to why these changes. What is their SLA to assist their loyal clients? Why now an excess of R1 800, and not the R800? The service is absoluteli DISGUSTIN