Leaking geyser Complain

I reported my geyser with standard bank insurance on monday the 20-07-2020 as it had a leak and they send an evaluator who confirmed that there is a leak and its still under 2 year warranty and should be replaced without any payment.Then they send a company called KWIKOT /Ref number ***5 to come and fix it ,when they got here they came with an old geyser but claimed that its new only to find out that the water is not becoming hot at all and when i checked i realized that its an old geyser the reason i say its old its because the thermostat is old and heater element does not boil the water ,Ichecked the power and guess what there is power on the thermostat as is shows 13.6AMS,so i called standard bank again today and spoke to IVY who called KWIKOT and gave me the ref number 55-221795 ,And i got another call from KWIKOT and they told me that they will only change the heater element or the thermostat on a geyser they claim its new .I just want standard bank to replace my leaking geyser with a new one that is all