AWAITING PAYMENT DOCUMENTS SENT ON THE 09 DECEMBER 2019 WAY PASS THE TURN AROUND TIME 5-10 WORKING DAYS

I was the guardian for my son for more than 5 years he turned 18 years last year, I know that they must talk to him now they tried contacting him but he was at school and we can't return the calls because they are not working on weekends, but we manage to contact them on school holidays and he was sent an email with a form to complete and returning it to them with banking details and certified copy of his id card, we were given instructions that it must be clear the force number and the police name must be clear which we had done and send the completed form via email with those documents which were sent on the 09 December 2020, we got an email stating that they acknowledge our email and turn around time for our queries to be resolve its 5-10 working days, I did understand when we called in January 2020 on the 03rd if I remember we were told that it was delayed due to holidays its the 21st today no response and were never told when will the payment be made we even called yesterday we done a conference call with Thando and Fairheads after school the answer was not clear. I am getting involved because Thando can't take this matter forward as he is the child and most of the time he is at school.