The end of customer service as we knew it

I had the unfortunate experience to have my heat pump fail over the weekend of the 2nd July 2018. After having the unit checked by Greentec, they advised me that the unit has suffered a terminal failure. I requested a report and a quotation for an equivalent replacement unit. I lodged an insurance claim with Nedbank Insurance on the 5th July. On the 6th of July a plumber arrived on site to inspect the unit. Their feedback was they did not have a technical expert available in Durban, one would be available after the weekend of the 9th. As my wife is an invalid, I contacted Nedbank, who in turn gave me Telesures claims persons details, requesting whether it would be possible to get Greentec to replace the unit based on their report and quotation. Despite numerous phone calls and emails and a commitment from a Faheim Kleinsmith on Friday the 6th to get this attended to before 5pm, nothing has happened. I am still without hot water and I have a very angry invalid wife who is unable to bathe in comfort, this being necessary after her recent knee replacement surgery. The lack of service and compassion is really disgraceful.