Claim Closed Because of Lack of Desire to Follow Up

I sent an e-mail over the weekend about a possible claim. I received an e-mail to say my claim had been closed because Standard Bank cannot reach me telephonically, on the very first Monday after the weekend the e-mail was sent. That is disgusting and reeks of laziness. In addition, Standard Bank has been told many times over many years that I can almost never take calls until after 4PM, owing to the nature of my job. Where are the notes in the Standard Bank system? If they are there, why were they not read? Please reopen the claim and phone me after 4PM. Your offices close at 5PM