BAD SERVICE RECEIVED...NONE ASSISTANCE WHATSOEVER!!!

I logged a claim at 6am for geyser leakage was told the plumber has accepted the job and will be assisting us. I waited 5 hours, no plumber came nor standard bank contacting us with an update. I then contacted standard bank again at 11am as it took me 20 minutes to get hold of an agent, she told me again that the plumber has been appointed and she's going to call the plumber. To date I'm still waiting for standard bank agent or the plumber to contact me.