No response from trust advance officer

I emailed the office last week Friday regarding a trust advance request for my daughter as it is the beginning of a new school year and I'm in need of financial assistance as my daughter is starting high school. I had not received a response until I called to follow up on my request today, only to find out there's an "outstanding document" that was supposed to accompany my request. No one communicated this to me prior to my phone call. I am now told that requests have been closed for February and I have to wait for March. So this means I must make a plan to fit the bill for all that is required until then, even then it's not guaranteed that they will pay. I'm very disappointed and disgusted with this service. I had even emailed Noxhanti Mshumpela who had previously assisted me, but also no response. Which leaves me to wonder what these officers actually do. Pull up your socks!