Disgusting and disappointing service 20/107156

Standard Bank replaced my stove with a new bosch stove November 2020. Around September 2021 the stove wasn't working properly anymore, I informed my insurance that subsequently called the supplier (bosch) to come assist me. Bosch sent their technicians to come assess my stove and they said they will replace it after the assessment. I then waited and waited and bosch never came back to me. Around November I made a follow-up with my insurance, my insurance spoke to bosch again and bosch sent another technician. A technician came to assess my stove again and promised to come back and replace it. Two/three weeks later bosch has still not come back to replace my stove. I then called bosch to check what was the hold-up, I was told that my case was closed two weeks ago because the technician discovered ****roaches in my stove. I really feel insulted by the feedback because if that was the case, I was supposed to be told this the first time they came to my house in September or even the second time in November and I could have made a plan to get another stove long time ago instead of making my tenants stay without a stove for three months. This clearly shows that bosch and Standard Bank insurance cannot be trusted and they don't work with honesty and integrity. I called Standard Bank yesterday to report this, the consultant that I spoke to said Standard bank building insurance doesn't cover stoves and I then asked to speak to a manager because clearly the consultant didn't know what she was talking about. The consultant kept on insisting that I didn't know what I was talking about even after I told her that Standard Bank replaced my stove before. She wasn't happy that I asked to speak to a manager so she kept me on hold for +-15min up until I hung up. I called again, the second consultant also kept me on hold for another +-15 min trying to get ahold of the service provider which is KED electrical services. I eventually ran out of airtime. I'm really frustrated as my tenant wants to move out due to this and refuses to pay rent. This is really disappointing coming from big and reputable companies such as Standard Bank insurance and bosch. I blame Standard Bank because if a service provider is not doing their job properly, they should remove them from their panel asap because they damaging their image. From September to date I don't have a stove and I don't even know what's the way forward. I called Standard bank insurance, ked electrical services and bosch and all of them couldn't help me. Clearly service is not a priority, I give up!