Disappointing service from SA Homeloans

On the 6th of February at 08:34 I called Mr Gavin Harley with regards to my geyser that burst in the early morning hours of Sunday morning (01:13 am). He then provided me with the Claims departments number. I called them at around 08:45 and spoke to Shaylinn. She said that the claims department is busy but will give them a message to contact me as soon as possible. I gave Mr Harley another call @10:00 because I still didn’t have any idea when the plumbing company would arrive. I received the hotline number, got through to them and spoke to a consultant who said that Nicolette is the person to speak to. I spoke to Nicolette who gave me a claims report number and also stated that a plumbing company will contact me shortly. At 14:30 I called Mr Harley a third time because I was disappointed in their service as I logged and received my claim number @10:30am. I received an sms at @15:11pm that a plumbing service will only arrive @18:00pm. I took off work today especially to be home for them to do the service as everyone in our household was at work. I am deeply disappointed in the service I have received from SA Home Loans. I have been a loyal client of theirs for more than 20 years and this is only my second claim with them. I have lost out on a working day and that will obviously affect my salary. More importantly my family has been without hot water since Sunday. We can cook, wash or clean properly.