Non service from Ms Sampson

Despite complaining on 19 October 2022 about the shower taps installed by Santam accredited plumber, Dewedrop, in March 2022, no plumber has been sent by Santam to fix my shower taps. Rishana from Home Assist at Santam understands everything. Nicole Sampson from Santam says that she's been waiting for the plumber's report for more than FIVE DAYS! In an email, Ms Sampson tells me that she is looking for work done by 'due drop' plumbers and 'nothing comes up'. Dewedrop plumbers would have all the details that Ms Sampson requires but... How can anything 'come up' for a plumbing firm like 'due drop' plumbers? This is all so frustrating and unacceptable. I am loyal to Santam but this sort of non-service from Ms Sampson discredits Santam. Please help