Dissappointing customer care!!! ABSA TRUST

I am so upset about the service I have received from the Absa trust fund at the Waltloo branch in Pretoria, my trust officer is Sibongakonke Cakata, she has terrible customer service s****s as I always have to call more than four times before I get a response from her at times she will tell me to hang up and she will call back but she does not call me unless I call her to ask her what's going on, whenever I put a request she finds reasons not to approve it before she even processes it as she claims I demand a lot of money from the trust I have recently had legal advice on what I should do because I want to transfer my money to a different trust fund where I will be treated with respect and understanding as I am unemployed and still studying. I called the trust office this morning to notify them about my grandmother's death and I requested assistance with contribution towards the funeral expenses because my deceased father was the only child and breadwinner because my grandmother was dependant on my financial assistance for monthly expenses as she was a widow. I also asked for money for transportation I order for me to travel to Port Elizabeth as I am based in Johannesburg but however I was astonished by unsympathetic remarks from the emergency trust officer, I honestly want to speak to one of the superiors because it seems as if I am borrowing money from them but it is rightfully mine.Nkosiyomzi Taku. *** or *** (mum). Please note that this is quite urgent because the funeral is taking place on Saturday 11/04/2020.