zero feedback on leak claim with standard bank

we logged a leak Friday am - 28 jan via email to std bank, advised we can expect a response within 24 hours. Monday 31 jan no response, complained, got automated response 1 Feb builders came to assess damage, despite numerous attempts to call and email std bank, no response. thurs 10 feb plumber arrived to assess damage again. they advised std bank they need to appoint company to remove shower door, then plumbers need to fix shower floor, then company needs to refit shower door then builders need to fix ceiling and walls. I have asked std bank daily via email and sms for updates, I get absolutely no response other than automated replies. my claim number is 22/117918. seriously, is this the kind of service we have to accept from a company as big as standard bank?