Disgusting service and total ripoff

My fridge stopped working just before Christmas. I phoned in and lodged a claim. Initially the consultant forgot to log it and only found out when i called in to follow up. I followed up and the service provider did not pitch as indicated. I had to keep phoning in to get them to come out. Once they came out, the service provider advised the pipe needs to be welded. He told me he will inform the insurers. a few days passed and I received no feedback. When I called Standard Bank, then I am advised that a part needs to be changed. I was upset as it went from welding to part replacement and I was not informed. Why am I paying for a service that i do not receive? They could not even inform me and wait for me to call in.