Very poor customer care skills

Once again Absa trust aims in disappointing me over and over again, I made a request on the 2nd of November 2021 asking for financial assistance from the trust for my graduation ceremony to become a sangoma. Sibongakonke Cakata said the trust will approve if I send my Trainer's Traditional healer certificate which I did on the 16th of November , she later rep**** to my email saying that she saw the certificate and will reply with the amount advised by the trustees at the close of business the next day, I've been sending her emails and she has not rep**** on her end. The ceremony was supposed to take place on the 19th of November 2021 to the 21st of November 2021 but due to her not responding I had to postpone it. She told me that the trust takes 7 days to approve requests and I sent the email early in order for everything to be sorted out in advance but to my disappointment her customer care skills are still very poor. I've tried contacting her via landline on numerous occasions and she never answers or confirms if she received any of my emails what is the point of having a trust administrator who never wants to be contacted, All she ever does is to try to reject every request I make, I'm currently unemployed and I don't know how am I going to cover the rest of the costs as she said the trustees only approved a portion of the amount, When the trust was established I asked repeatedly if they won't have any problem if I make personal requests if I'm still unemployed and they assured me that as long as its a really urgent matter they will be able to assist me but I feel they were just trying to convince me to take the Absa trust but I sometimes regret my decision because it seems it's not working in my favour as they promised.