always waiting long for funds to be paid out

bad service ,when requesting funds from them for my sons school uniform provided the price list for them as well the normal turnaround time is 10-15 days but then they asked me to provide them with a school fee structure which i was not even asking for fees ,my son school did not have a fee structure in place for the following year as they are a government special needs school ,then i provided them with a letter form the school stating my son is a learner there and now i need to wait another 10-15days which is so unfair why isnt someone assigned to one individual case ,now because they have requested and unnecessary document i must wait even longer and this is always the case