No response for a new claim

This is now the second week that I'm calling the call centre as I need to log a new claim. My geyser has not been working for two weeks. I've have been trying to call with no success. The phone keeps on ringing and I hold for more than 15 minutes. I have even sent a message online requesting a call back BUT still no response. Can someone please call me back as this has been going on for too long