Bad service

I have been using Outsurance since 2012 when I moved into my home inEldoraigne and I never had problems with my geyser until they suggested that we install a device into our geyser called sensor connect. When they initially installed it the system had issues, we didn't have hot water for 3 days because it didn't work properly and they had to come back the 2nd time to fix it. On the 20th of February 2024 the sensor connect app stopped working and I only realised the next day. The 22nd of February early in the morning, I phoned outsurance and relayed my story that the app is not working and we do not have hot water, a call was logged and a plumber was sent.The plumber told me that the device connected to the geyser didn't produce any power, he immediately phoned Outsurance advised them that he is going to bypass the device so that we can have hot water. He did so and he left.

The very same day at night the geyser started boiling while we were sleeping around 22:00 and boiling water was coming from the geyser through the pipes and there was hot boiling water coming out the gutter from the outside, my bathroom ceiling also got wet, I immediately switched off the geyser and phoned Outsurance.They sent another plumber the very same night ,he went up the ceiling and checked the geyser and he told me that the previous plumber did not bypass the device correctly, he forgot to take out the thermostat for the device and replace it with a normal gerser thermostat and that the element got damaged because the geyser was boiling uncontrollably. He also told me that the sensor connect device was installed incorrectly during the installation. He immediately phoned Outsurance and gave them feedback and a guy from Outsurance phoned me as well and I explained to him that my bathroom ceiling is wet because of what just happened and that I moved into this house in 2012 using same geyser and i never had any problems until the sensor connect device was installed and I explained to him that I need this geyser fixed as soon as possible as I stay with my kids and they need hot water to bath, myself included. I was promised a call back first thing in the morning the next day the 23rd of February 2024.The next day I waited and never received a call from Outsurance ,around 10 am , I decided to call and I was put through to an indian guy ,I gave him the reference number and I explained what happened the previous morning and night and also what the 2nd plumber said and that someone must be accountable for messing up my geyser and my bathroom ceiling. I also explained to him that presently we do not have water, the geyser is off as it was overheating and the element got damaged.I was promised a call back on the very same day which was the 23rd of February 2024 and until today the 10th of March 2024 I haven't received any call back from Outsurance.