passing on the buck, and ignoring promises made

It has been 2 months since i lodged a claim to repair a water leak and ceiling damage. After waiting more than 30 days for approval to repair the ceiling, i was advised that i would not have to pay an excess for the inconvenience caused by Standard Bank.

Now i received the invoice from the construction company, and it states I have to now pay an excess.

Both Ishmael and Welheminah from Standard Bank have not assisted. They do not answer my calls, they do not return my calls, and they ignore my emails.

Resolve this issue now please.