Apathetic , negligent consultants

I lodged a claim for a leaking pipe three days ago . Yesterday I took off work, with great difficulty, to attend to the second plumber at 11h30. At 11h45 I was told that Standard bank needed to authorise damage to the ceiling in order to get to the leaking pipe. I have called Standard Bank every hour since 13h00 yesterday to enquire what was going on. Every consultant I spoke to told me a different story regarding the delay, all the time while I was sitting at home waiting for a repairman. All communication was initiated by myself and without exaggeration I spent 75 minutes on the phone between 13h00 and 18h00. The last consultant I spoke to was aloof and resorted to reading the plumbing report parrot fashion, followed by periods where she refused to speak for minutes after I told her that I knew the content of the report and that I had been informed that a builder was appointed. I pointed out that we have been without running water for three days. I was told in an extremely condescending manner to source a plumber and to claim the money from Standard bank. My protests were met by silence again for minutes.It got to the point where I had to make sure that the call is being recorded. I asked for a supervisor. After holding a further 12 minutes a supervisor explained that the claim was only covered up to R3000. Up to that time and after diligently trying to get the repairs done since midday, not one of the consultants I spoke to had communicated anything about me being liable for additional costs. Instead I spent hours on the phone, taking leave for nought waiting on a repairman , all because Standard Bank could not get their act together.

The supervisor I spoke to was somewhat helpful in trying to arrange a plumber after hours. At no point was an offer made to pay the additional after hour callout fee. I am aggrieved that SIB thinks this is acceptable . I am now also told that two excess amounts are payable for the same event.

I am aggrieved that an major organisation such as yourselves does not stack up against competitors for the following reasons.

- Very long holding times before one gets to speak to a consultant ( 7-10 minutes) - No pro active communication. All communication , except the last call after 18h00, was initiated by myself. - different stories told by every single consultant. I was left wondering what is going to happen next.

- Unacceptable arrogance despite me being polite yet assertive after getting run-around all afternoon. - Afterhour call -out fee is an additional R850. No mention of reimbur*****t despite negligence on the part of the consultants dragged this matter into afterhours.

Please be aware of SIB. In a time of need, they don't move me.