Poor service

At the end of July, I had my geyser replaced due to a burst. Following the replacement, I encountered a persistent error message, "element connection," which was eventually resolved. However, this past Saturday, we found ourselves without hot water again, and the same error message reappeared on the sensor app. I promptly contacted Nedbank Insurance, who dispatched a plumber to assess the issue. Unfortunately, the problem wasn't resolved during the plumber's initial visit. I reached out to them again on Sunday, and a different individual concluded that it was an electrical problem.

I contacted Nedbank once more, and they assured me they would coordinate with the plumber. Today, on Monday, I followed up, but this time they appointed an electrician who promised to get back to me within two hours to schedule an appointment. It's now been nearly 5 hours, and no appointment has been arranged. When I called them, I was informed that their schedule was full, and they couldn't provide a specific time for a visit.

Frustrated and after numerous hold times and call disconnections, I contacted Nedbank again via their messenger platform, where they mentioned that the issue had been escalated My issue is that if the service provider nedbank appointed does not have capacity why is that job card noted. Can this not have been given to another service provider