Loyal customer for 9 years SUCH BAD SERVICE

2 months and still waiting for Nedbank to pay my money back for a claim that Nedbank rejected but later found out they were in the wrong. I paid R12000 to fix my bathroom, Nedbank will only give me R4700 back after 4 years of fighting about a leak in the wall they assured me wasn't leaking but when i did private repairs, it infact was. I call Ayanda, she is never available. I've emailed several time, still nothing. This service is **********!! Claim C***