Taking people for granted

We have been waiting for standard bank for more than a month now to come fix our geyser issue this is what they said to me see below .Good day Mr Gazo

In regards to your below email, I am very sorry for the delay in the matter mentioned in your email. It has been noted that you do have a solar geyser hence a solar geyser service provider is needed in this regard. In this crucial time, may you kindly make use of your own service provider. May you kindly provide us with the following details.

A detailed report is required to state how the damages come about A detailed quotation is required Photos of the damaged items claiming for is required. I feel you just taking people for granted first you send someone to my house without communicating with us on top of that that person is not specialist in solar geyser yet the contract that am with Standard bank state that I have solar geyser the bank is putting us under risk for sending ********* in our homes this is unacceptable can you please explain yourself with this whole mess that took place and when is this issue is going to be resolve because you have put us under unbearable situation.