Arrogance and Disregard displayed by standard bank

Please help me understand , how is it possible for a standard bank contractor, Impact Plus Trading, to get paid out for his job when it is incomplete and one of the requirements for payment is photos of completed work. Is there some underhanded things going on.....Just Asking

I had a problem with my geyser in June 2021,my bathroom walls, scullery walls and ceiling was damaged in this. Impact Plus was sent out, arranged with me to carry out job, we agreed and then they pitch up at around 19h00 to start the work. Prior to this we did agree that the ceiling be changed from rhinoboard to PVC to avoid future damage like this one. I did buy the required pvc ceiling and impact plus was supposed to have paid me back, which they did just recently and it was a part payment only. Impact plus did not complete their job which standard bank paid them already for . I have tried many times to get impact plus back to complete job but was unsuccessful. Standard bank did send out a private assessor in August this year, he gave feedback and since then we have only heard excuses upon excuses, ignorance and arrogance from standard bank Many mails and calls did we go through during this period and are being ignored, namely, gugu mtshali and chris sapo.

From then till now , we have not been able to use this bathroom

I just want to point out something, if we miss our bond re-payments, after a few months our homes get re-posessed. Here we have standard bank dragging this case for almost 18 months and we are still paying our bond, our insurances and are being hit with a "because we can attitude" @ STANDARD BANK"....GET THE RIGHT PEOPLE IN THESE POSITIONS, PEOPLE THAT CAN ASSIST YOUR CLIENTS, IF YOU VALUE YOUR CLIENTS PLEASE CAN YOU PUT PEOPLE IN THESE POSITIONS THAT CAN RESOLVE ISSUES, PEOPLE THAT FOCUS ON GIVING STANDARD BANK A BETTER NAME. Dont have people in these positions because you have to... Can someone please assist or recommend a way forward, your assistance will be greatly appreciated.

Please note e-mail trails and pics available