Instance claim promises, no payments

My geyser burst on 21 Nov. I called the bank and registered a claim. On 29 Nov invoice was submitted again to the bank. One week later we did not receive our money and had to pay the provider from my pocket. We made again a follow up, but no money, only promises. Again follow up, only promises 4 Jan, 10 Jan and 14 Jan promises for payment the next day. 15 Jan, guess what, not yet no money. Kroonstad Branch was very helpful, but they are not working with the claims. FA Lourens Kroonstad