Lack of service delivery

I submitted 2025 school fees claim and I got the sms n email that normally acknowledges the receipt of the claim I waited 10 days then a lady called me to verify something , the school fees increase with 10% every year and the total amount that is required for school for a year the trust can not cover I am aware of that so I explained all this to the lady and said ok they will make a payment they just need to make a notice to from the investors then payment will be made , This is how I claimed last year too so I waited. 10 days later the lady called and told me they will not be able to pay cz the fee structure I sent is for 2024 meanwhile last year I claimed for 2024 with 2023 document and explained the 10% so am wondering what changed and why say they will pay and then later say they won’t …fiarheards must just close cz they are not in a organisation of making things easy for anyone, you need to beg them and it’s so said that every time when I claim this happens that’s why I always claim early cz the claim process takes 3 months it’s pathetic.