Standard Bank giving customers incorrect information over the phone leading to financial losses for their clients

Inconsistent information supp**** to us after our geyser burst in August. We replaced our geyser on 17 August 2021 after Standard Bank confirmed over the phone that we may. Plumber from Standard Bank inspected both the burst geyser and new installation on the bank's request. 4 points of non-compliance were pointed out and were subsequentluly fixed. COC was issued. Photos of rectifications were submitted to Standard Bank. Since then everyone is backpaddling. On 31 August Standard Bank informed us telephonically that the claim was authorised for payment. The lady wanted to confirm with her supervisor when payment will be made. Thereafter I was put through to a certain lady with the name of Nonzwakazi who then suddenly informed me that the claim was rejected due to faults on the geyser and due to conflict of interest. THIS IS TOTALLY RIDICULOUS AS STANDARD BANK GAVE US PERMISSION INITIALLY TO REPLACE THE GEYSER!! If Standard Bank gave us the correct information from the start, this would not have happened. So ... what now?