Senior citizen given bad service

I have two properties insured with standard bank home loans. I am in dire need of your help. I reported a burst geyser at standard bank braam on the 07th December 2020, and also on the 10th December at standard bank braam and library gardens, on both occasions i was told about the excess i have to pay, but i explained my financial situation and was assured in both cases that it wil be deducted from my account, Instead the direct opposite happened. On both occasions the plumbers that were sent to my property demanded that i give them money for excess and because i did not have the cash they demanded my geyser was not attended to.

On the 26th January 2021 i went back tp report the same geyser this now was the 4th time, i requested to speak to the team leader. A lady by the name Florence Thusi told me the team leader was going to call me back at 13h30. I am still awaiting a call from the team leader to date.

I am getting no joy at all from standard bank home loans, but money is stil deducted from me for the insurance and it has increased, but they offer poor service.