refusal of business based on personal issues

I called and requested for a team to do the repairs because they done an great job previously, obviously I had to call the claims department few time because they had not submitted the report to my insurance, any the job done was amazing hence I reached out to them again

The lady I spoke to refused and **** that Nedbank does not permit them to do private jobs. when I confirmed with nedbank, The lady changed the story and said " she just does not the company to work with me , because I like following up on matters once there is a delay and I will just give them a headache " This was a personal to me and is this how this business engage with their clients when they follow up on the work that is not done