Horrible experience with lodging a claim

I have been trying to log a claim for my leaking geyser since 08:30 but all my attempts were unsuccessful as there is no answer to the department I am being transferred. I spoke to Dipuo at 08:30 and she took my contact details and promised that someone will call me to finalize the logging of the claim. After realizing there was no-one calling me at 13:00, I then made an attempt to lodge the claim myself but the experience was horrible and still did not get help. My first call lasted 17 minutes after being transferred to a certain department when calling ********** 999. I then dropped a call and tried it one more time. The second call lasted 1 hour and still there was no one to pick up the call on the other side. My Geyser is leaking and damaging my ceiling, what does one needs to do to get help from you? This is HORRIBLE more especially that it is no free to phone you and hold for such an unacceptable time.