Poor Service and bias

I reported unprofessional work done on my geyser by a service provided selected by National Real Estate (Bloemfontein). On the 19th of October I reported the issue to their Insurance Section and they contacted a contracted who provided unprofessional and poor services. Instead of investigating the matter holistically, National Real Estate only consider the views of the contracter they selected to examine my geyser. Due to National Real Estate inability to select fit and proper persons to fix my geyser. I now have to pay a call out fee for a job that was never done in the first place. The Portfolio Manager (Ray Malherbe) simply instructed his PA to inform me that I will still be paying the fee without holistically applying his mind. I pay my levies on time every month together with my insurance, but this is the poor service I get.