Lacking of understanding

Good day,

I hope this message finds you well. I am quite disappointed with the service I received today.

Yesterday, I contacted your office to file a claim on behalf of my father regarding a leaking geyser. I forwarded an email from my father granting me access to handle the claim. I was advised at that time to ask my father to write and sign a letter in PDF format, which I requested him to do.

However, this morning, I was informed that the submitted documentation was insufficient, and that my father needs to complete a specific form. I explained to the representative I spoke with today that the instruction I received was to submit a letter, not a form. Had I been advised of this requirement yesterday, I could have arranged for my father to provide the necessary document earlier.

My father is elderly and not fami**** with sending emails, and she needs assistance from a neighbor to write the letter. The representative I spoke with seemed unable to offer any solutions, despite my attempts to clarify the instructions I received previously. I requested to speak with a manager, but the call was transferred and then disconnected before I could speak with anyone.

The geyser continues to leak, which could cause further damage, yet it seems that no one is addressing this urgent issue. I am also unsure whether the transfer to a manager was actually made, as I was disconnected.

My policy number is P***. I would appreciate your urgent attention to this matter.

Thank you.