Beneficiary Fund not working according to turn around times

I am my son's guardian for the fund, I requested urgent school adhocs that were basically needed by my son for schooling. My son is not a quick learner it took every bit of me to get him to pass his grade 8. Now the turn around time for the request which is 15 days have passed and when i called this morning i was told no one has been assisgned to my case. This is fustrating as this is delaying the online tutoring sessions i have paid for for my son. It is like the money we are begging for does not belong to our kids left by their fathers