Claim still not process after 2 weeks

i'm totally disappointed with Fairheads i don't know what else to do, i've called and emailed countless times for one query to get my child school fees paid and 2 weeks later it's still not paid. the accounts office from my daughter's school is busy asking when should they expect payment and fairheads still haven't processed the payment. I've emailed all the information required and signed exactly as they instructed but they told me they couldn't see the second attachment, how do you receive an email and see 1 attachment even though there 2.

this is truly disappointing service from such a big provider and they are messing around with single parents that already have a lot on their plates and now you have to chase them around so they can do their jobs this is unacceptable and disgusting service really