Poor service

Bad service- Since yesterday in the morning trying to get a plumber to fix the geyser , but the service is so poor.Late last year in September I had a problem with my geyser so they appointed the plumbing company which put a new geyser, I paid excess for the job done.yesterday which is 9months later the same geyser is giving me the problem , now they tell me they are going to appoint another company which I have to pay excess for them to come and check the geyser.What irritates me is only yesterday they tell me that their insurance doesn't cover for components anymore starting from January , but not even one person from9 their admin bothered to inform me as a customer the policy has been amended.I have called in the morning around 10am requesting a plumber until now I haven't got the message of when are the people coming .I have been told lot of stories by Mbhali.Malibongwe and Portia that the plumbing department doesn't answer the emails. I am not sure how long do I still have to wait yet they tell you their turn around time is 4hrs.its been over 28hrs now.Not sure if they expect me to be using cold water in this freezing weather or why should we even have insurance with them.Their service and communication sucks.