Poor Service

Claim submitted in September already and we are still waiting for repairs to start, the delay comes from where additional excess to be charged that we queried, this is a pensioners policy with R0 excess and never did we receive communication regarding a change in excess. I requested feedback 2 weeks ago and have not received any feedback, I give a two days in between my calls and each time I get told Charmain will get back - still waiting. I called now this morning twice and was put through to Charmain but each time the call was put down. Unacceptable!