Quick to take money, even with shocking lack of service

This is about the millionth time that I have now complained about the LACK OF SERVICE that I have received from Standard Bank with regards to our claim that we lodged in March already. I am appalled and disgusted by the fact that it has now just been cancelled without letting us know the outcome or even discussing what has happened. Someone tried to phone us ONCE and because we missed that 1 call, we were sent an email stating that they could not get hold of us and we must let them know when it is convenient to call. I emailed back almost immediately and let them know that I am available at anytime. I am still waiting for someone to phone me back...hence the reason I am now having to complain AGAIN! I came online to see if anything has been said with regards to our claim and now it has been cancelled. Excuse me, but do you not first attempt to make contact MORE THAN ONCE with your clients before going ahead and just cancelling a claim?? The audacity that you have to even go ahead and cancel a serious concern (without our knowledge) is positively shocking! We pay for our building insurance every month without fail...you are more than happy to take our money, but cannot even be bothered to speak to your clients. This claim is now over 8 months old and we are still waiting for someone to get back to us. Another extremely concerning issue is the fact that our roof is leaking in a spot where one of YOUR contractors came to "fix" it twice (once after a claim and second after we complained because of the shocking workmanship which was done). We want this sorted out ASAP and will be contacting our lawyers to take this matter further.