Complete lack of service from Standard Bank Insurance 3 months waiting for a geyser

I have been waiting since January to get my geyser replaced the authorized service provider came out twice still no new geyser. I phoned & had to hold on for 40 minutes & was told they were waiting for a report from the service provider. When I phoned the service provider they said they had already sent the report. I have been dealing with Lutendo Ndou via email on wednesday last week he said he will attend to it. I still waiting. Can someone help