No service from standard bank.

I posted a complaint last time about the pathetic service from standard bank. They only attended to me after a year. They had the gutters on my house replaced in August 2015. I noticed now its been leaking AGAIN and even more leak points al over the place. After fighting they send a assessor out on sunday 24/1/2016. The guy walked around taking pictures and making measurements and notes and said to me that we would make some calculations and come back to me. Almost 2 weeks later and im still waiting for callback. Maybe he's calculator battery went flat. I then phoned std bank yesterday 10/2/2016. After almost 30min on phone i had to explain to 3x people my complaint still i was placed on hold. Does it not show on the system what i complained about and why the claim was registered? Why did i spent all that time opening the claim and explaining to them if i still need to explain to every one answering the phone? And they let you explain the whole story then says please hold and transfers you to another person and same old story. I will be taking this pathetic service from std bank further now.Spoke to my attorney.Why do i need to keep phoning if they said they would come back to me?