Pipe Burst

I have logged a claim 20/090115 on the 29th October for a burst water pipe. I had the repairs done together with the report from the plumber supp****. To date i am still waiting for this to be resolved. I had to provide a break down of the invoice as there was a limit of R3000 on piping. Tuesday the 10th November i called to enquire, nothing had been done or supposedly received after sending the mail 4 times. The consultant i dealt with was Ivy. Ivy assured me she was going to send me a mail with her details. Still waiting for this mail. Wednesday the 11th November i called again to enquire about my status. Nothing had been done. The consultant on this day asked me to resend the mail which i did. This was finally received and she told me my claim would be sent to management for review, i would have my settlement mailed to me Thursday Morning the 12 November. Friday the 13th November i called and spoke to Lugile. Lungile informed no comments have been made and she needs to send this invoice off for reviewing. This is absolutely ridiculous and i am beyond frustrated. I requested to speak to management and was told my call cannot be transferred to them. I will be contacting the Ombudsman regarding this claim and will be moving my Private banking account together with my two home loans listed at standard bank away to a different bank. This is the worst bank i have ever dealt with. No customer service what so ever