lazy, unprofessional, unwilling

I have lodged a complaint two weeks ago. Mohammed followed up on it. Priya phoned me a week later with a VERY BAD attitude. She informed me that I want an UPGRADE from my existing geyser. I DO NOT. I want my existing 150l electric geyser to be replaced by my insurance broker - AS PROMISED BY THEM (YOU). Priya had an aweful attitude especially when I requested the documentation where STD Bank informed me that they won't replace electric geysers when it is paired with a solar panel (which I signed). She was full of excuses for only handling my claim a MONTH after I lodged it, she was sarcastic and did not allow me to finish my sentences. VERY unprofessional. Furthermore, when I phoned today for the FITH time, a very friendly Sanilesiwe informed me that PRIYA made a note that I REFUSED the offer. Lazy woman. Rather on sending me the dox, she just closed the claim. I want STD bank to replace my existing geyser with a similar one and I want to pay only R 750 excess. IF YOU CANNOT PRODUCE THE DOCUMENTATION (WHICH I HAVE SIGNED) WHERE YOU INFORMED ME THAT YOU WON'T PAY FOR THE GEYSER, YOU HAVE TO REPLACE THE EXISTING ONE AND SOON!!! Water is flowing like a waterfall from my roof