Shocking service from Caroline Taylor at Std Bank claims Department

My sister, Mrs M G Sefontein’s husband passed away in May this year. They have a house in Deneysville which they are renting out and needed some work done as they are in the process of selling it. I am her sister who is helping her with her claims and whilst she was down with me in Cape Town for 2 weeks we managed to lodge the necessary claims, one which was for the cleaning of the drains. my sister is 75 years old and has just moved to a retirement resort and has no internet yet is also not computer savvy therefore I am assisting her I have only had good service from the claim department which dealt with me and vice versa and with regards to the plumber, Std Bank organised a plumber from Johannesburg, which was cancelled the next day by the plumbers themselves as they do not cover the Deneysville area and had to get somebody from either Sasolburg or Vereeniging. I was very busy at work and did not have a chance to follow up and phoned today as I am on leave now. I just want to state for the records that I have been a client with Standard Bank for the last 40 years and my sister used to work for Standard Bank all her life! However I managed to get through on my cell phone to a Caroline Taylor, which was incredibly rude and unhelpful. I gave her the claim number and she insisted on contacting my sister, after having explained the situation to her and saying that I did not want to worry my sister with this as he is not well and will get stressed! She just kept me on the phone whilst phoning my sister, who was having her afternoon nap as she is not well, and told my sister that she is not covered for any claims or registered and she must go and clean the drain herself!!! Never have we had such unprofessional and rude service from Standard Bank! Caroline then came back to me, said I can contact her for anything and after having said that i have been holding on for over 20 minutes and it is my cel phone, put the phone down on me! My sister had a panic attack, I had to phone my one sister in Pretoria to go and see to her! I am also going to report this to the highest authority and to social forums. I am very upset , how dare she speak to an old lady like that! it is totally unprofessional and behavior like that should not be tolerated by a professional institute like Standard Bank! Could you please get back to me as a matter of urgency with regards to appointing a plumber either from Sasolburg or Vereeniging, to sort out the overflowing drains. That’s the email I sent to Candice Jonkers, who is suppose to be the manager but have not had any response or acknowledgement of the email. Total shocking service from Std Bank so unprofessional, I am taking my business away from them as they are useless!!!