Declined payment

I had a burst pipe A WEEK AGO and i called the emergency assistance line, the agent informed me that my address was not complete on her system and i will have to send the utility bill first before i could get assistance, i mean how ridiculous is that?.I then had to seek my own plumber to assist with the pipe.Monday morning i called Sil,spoke to Marcia who advised that i send through the invoice,which i immediately did. When i followed up later during the day ,Marcia advised that the claim has been declined as the report said gully' and they dont cover gully,this was a clean water pipe that had burst, it had nothing to do with the gully. It was not a waste pipe.the plumber actually called stdb and explained to Marci.She then apologised for the inconvenience and assured me that i will be refunded within 48 hrs,that was last week Wednesday,still waiting.Spoke to 3 different agents and none of them give feedback until i call,no follow up done.I must say the service so far has been appalling and frustrating. Standard bank is really moving backwards and not forward' at all.