Shocked at service received

<p>My mom has been a faithful, paying client of Standard Bank for 37years and banking with them for 65 years. We had a incident of a burst pipe on 6 November 2016. We phoned them at 08:00 to ask assistance and for someone to come and stop the water as we are in serious water restrictions and the water was flooding the kitchen. Due to a previous problem which has not been fixed properly by Standard Bank's unprofessional Contractors, the floor and wall has cracked and it was urgent to come and fix the problem as the water was seeping through these cracks, which will result in the structure further getting damaged and a good chance of the building collapsing as the door frames was now also loose from the wall because of the water. The contractors only arrived the next day at 17:00 with a attitude and demanded we pay R750 before they walk onto the property. A whole day and a half went by with water seeping and leaking all over my kitchen and lounge. Causing so much more damage than would be if they just came earlier. The plumber quickly fixed and left. Since then the pressure has been very poor in the tap and after calling the problem In, we received a SMS that the claim has been finalised and they will not come to fix the problem. Further more Standard Bank sent builders to fix the hole in the wall from the plumbers, but the problem caused by the water seeping through the structure of the flat was not covered under this claim. This means they will close the hole but no other damage caused by this and the previous burst pipe will get fixed on this claim and this claim needs to be finalised before I can put in a next claim for the actual damage caused by the water from this burst pipe and the one 3 years ago. This makes no sense as everything must be done double and in the meanwhile I am in danger of the whole heavy door frame and door falling on top of me as the whole frame is loose. I understand that there are procedures, but these procedures causes me a lot of stress and danger as I am not safe inside my own house. </p> <p> </p> <p>Furthermore it is nearly impossible to get helpful and professional service from Service consultants. I have to wait 30minutes just to speak to a human being, and then they are not able to help me and have to call the manager which is somehow never available and I am assured they will contact me urgently. So for 3 hours we have to wait by the phone and when finally you can not wait any longer and leave, they finally phone and does not bother to phone the two other cellphone numbers. Another day waisted and another 30 minutes on hold the next day for a Consultant who insists on helping you, but you have to explain the whole problem again, from the beginning, just to finally be advised to speak to the manager, which is once again not available. This is a fiscious cycle of shocking customer service, paying for a service not rendered. So much stress has gone into this situation and I can not handle this service any longer. </p>