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Raquel C

1 reviews | Active since May 2025

19 May 2025, 15:20

STANDARD BANK HOME BUILDING INSURANCE

19 May 2025

To: Samantha Ramisur Standard Bank Insurance *** *** ***

Subject: Formal Complaint – Faulty Geyser Installation, Burst Pipes & Ongoing Water Outage (Claim Ref: 25/034215 & 25/036067)

Dear Ms. Ramisur,

I am writing to formally lodge a complaint regarding the unacceptable service, negligence, and lack of accountability displayed by both Standard Bank Insurance and its appointed service providers, in relation to my geyser claim (Ref: 25/034215) and the subsequent pipe damage claim (Ref: 25/036067).

On 2 May 2025, my geyser burst, prompting me to contact Standard Bank Building Insurance. Ezee Group of Plumbers was assigned to attend to the claim. From the outset, the service I received was unprofessional. A visibly dented geyser was brought to my property and later installed, despite assurances that a new unit would be fitted. The geyser failed to heat properly and strange noises ensued. The service provider was called back on the same day. The next day 04/05, leaks from the ceiling appeared, and water dripped dangerously close to electrical wiring. Upon my husband taking a closer look, the accessories from the fitted geyser was leaking. Video has been sent via email. The Service Provider was contacted again.

On 5 May, we returned home to discover extensive water damage and burst copper pipes, which had never posed an issue prior to the installation. This created a severe safety hazard for my family, especially my young children who were playing nearby.

When contacted, the plumber (Steve from Ezee) was dismissive and defensive. He claimed geysers under warranty do not come with new parts, implying used or worn parts had been installed – a highly irresponsible and dangerous practice.

Throughout the following week, we experienced further pipe failures. Despite numerous calls and documented complaints (including emails on 8, 15, 17, and 19 May with photos and videos), no proactive action was taken by Ezee Group or Standard Bank to rectify the situation. I have not had access to running hot or cold water since 5 May 2025, and my family's basic human right to water has been denied.

The alternative plumber, Earlsfield, confirmed the damage was due to a faulty installation, yet a leak detection test was cancelled, and shockingly, Ezee was reassigned despite my objections. Later, when Earlsfield did attend, they refused to conduct the test, citing temporary pipe modifications my husband had made in desperation to restore basic water access. No plumber has made any effort to provide a temporary solution or even offer compassion.

To make matters worse, I was informed that the repair costs “exceed the allowed limit” and that Standard Bank is only considering a R5,000 payout, which is grossly insufficient given that quotes for repairs exceed R17,000.

This entire ordeal has left my family feeling abandoned, victimized, and ********ized, as if we maliciously caused this damage rather than being the clear victims of poor workmanship and negligence by a Standard Bank-appointed service provider.

I am requesting:

An immediate resolution to restore running water to my home.

A full investigation into the installation by Ezee Group.

An updated and fair compensation proposal aligned with the actual cost of repairs.

Direct communication via phone to discuss a path forward – not further delays or redirection.

Please treat this matter as urgent. The emotional, physical, and financial toll on my family has been immense, and we cannot continue under these conditions.

I await your immediate response.

Sincerely, Mrs Raquel Chetty Policy HLB***

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Replies (3)
RC
Raquel C's update19 May 2025, 17:47
Reviewer Update
Dear Standard bank
I have just come home from work and my ceiling is full of water that has now spread to my electricity cables. Are you guys still in denial that there is a problem with the geyser or installation thereof. I have once again sent the video and picture of the water that is now all over my electricity cables. If this house catches on fire must I still wait 8 days for you people to respond?
I will be taking this further as this is utter neglect from Standard bank and it's specialists. Peoplemin such positions get paid for doing a job not bringing disrepute to an organization
RC
Raquel C's update26 May 2025, 08:09
Reviewer Update
Dear Mr. Khaba,

I am writing in response to a message relayed by Refilwe late on Friday afternoon on your behalf regarding the outcome of my claim. I was informed that a final payout of R5,000 was approved based on the assessment that the damage to the pipes was deemed "malicious." I strongly dispute this conclusion.
Despite submitting extensive evidence—including reports, photographs, and videos—supporting the claim of recurring pipe failures without any sign of forced entry or intentional damage, you the insurer have upheld this conclusion. I am deeply confused of the suggestion to open a police case, questioning its relevance given the circumstances. There was no forced entry and no intentional damage. The copper pipes that were then cut so that that joins could be made (to get a water supply) are also still in a pile in my back yard . How come the plumber that gave the report of “malicious damage” did not send you a photo of those pipes? Convenient, that they did not upload that particular photo to you?
Furthermore, the involvement of multiple plumbers and repeated pipe replacements, all at personal cost, underscores the severity and ongoing nature of the issue. How dare you or the plumbing company that gave that report have the audacity to make that accusation? Who must I open a case against when there was no forced entry, and we sure as hell did not burst the pipes intentionally.
The before and after videos sent to you clearly show how the pipes were bursting at the seams while on the wall so kindly advise ,if we must open a case against the “water” as that was only malicious perpetrator in this case. Also, how can a decision to pay out R5k be made when the damages far exceed this amount?
You have sent plumber after plumber who are now making false accusations and defaming my character as well as that of independent plumbers that came out (yes, several of them) that witnessed old pipes and then brand new replaced pipes burst over and over and to my detriment and cost, I had to replace them only for them to burst AGAIN so who is being malicious here? Will I really cost myself this expense and even more , my sanity and great inconvenience to my young children.
Again, the claim of malicious damage is not substantiated by the evidence nor by the several independent plumbers who inspected the issue and confirmed repeated pipe bursts through no fault of our own.
I’m extremely frustrated, Mr. Khaba. Instead of making judgments from the comfort of your office, you or your team should come see for yourselves how bad things really are—pipes are bursting all over my place. Then maybe you’d give a fair assessment.
I respectfully request a thorough reassessment of this matter, considering all the evidence provided. It is essential that a fair and objective evaluation be conducted to resolve this matter appropriately.
Following my phone and recorded conversation with Refilwe on Friday, if you continue to maintain that the full and final payment should be R5,000.00 despite the clear facts presented, please document your position in a formal report and email it to me. I intend to escalate the matter accordingly.
RC
Raquel C's update30 May 2025, 14:42
Reviewer Update
Dear Refilwe, Themba and Yasmin


I’m extremely frustrated with how Standard Bank is handling my damage claim. Themba, the assessor you sent on May 28, clearly saw that the damage to my pipes was likely caused by pressure—not theft. He even took photos and seemed confused about why the claim was listed under “theft and malicious damage.”
Despite this, Refilwe contacts me today and keeps telling me to go report it to the police as theft, which feels like I’m being asked to lie and commit *****. I’m not willing to do that. I’ve asked for the assessor’s report and for Yasmin, Refilwe’s superior, to contact me directly, but I keep getting the same frustrating response. There was no break-in—so who exactly am I supposed to open a case against?
At this point, I feel like I’m being treated with zero compassion or competence. I just want the final report so I can take this to the ombudsman and be done with it.