Numerous calls and no satisfaction or answers

I have sent through a ADHOC request for the beneficiary fund and today is the 10th day on the turn around time and everytime I call to follow up on the request I don't get a clear answer. Yesterday, on the 9th day I was finally called and told that my request will be sent to the trustees for approval, on the 9th day only. I urgently need a answer regarding my request as I need to give the place an answer where I purchased something and if I don't give them a clear answer by today I will loose my deposit paid. Can someone please assist. and contact me urgently.