Annual payment not made

When my husband died 2015 I decided to keep the money with Alexander Forbes. Since 2016 he(my son) is receiving annual payment in January each year and never requested for additional payments. Oct 2022 I was retrenched and 2023 June I asked additional amount for clothing and it was declined. 2024 they paid R7000 to cover the year. R7000 is for school fees, clothing, transport and everything else. I requested additional amount to pay for school fees and winter uniform, again it was declined. I took it to the ambudsman and the matter was sorted. This year 2025 no payment was made. Schools are reopening next week and my son does not have stationary, busfare, summer uniform or school fees. The entire week they never responded to my call back. When I emailed their advisor she also did not help me.