Still waiting for feedback

When I lodged a claim for wall dampness I understood that I could use my own plumber and have a leak detection investigation done. I was informed that the plumber would need to supply an invoice, report and photos. The bank's plumbers arrive (with no appointment) to do an assessment. Nonzwakazi informs me that they do not pay for a leak detection investigation if I use my own plumber. I am waiting since Wednesday for Rebecca (supervisor) to call me to explain. (I could not hold for longer after been on hold for about 20 minutes). I have sent repeated mails asking for feedback. Nothing! This must rank as some of the worst customer service I have experienced in a long time.