Unhappy client

My daughter has a trust with Fedgroup. She needs to go to the dentist on Monday the 4th December and she needs to go under sedation. I am struggling since 13 November to get Fedgroup to pay for the sedation. I have send a quote through and yesturday I phoned to ask what is going on so the consultant told me that they will come back to me with feed back. Now this morning I phoned and then they told me they need a confirmation letter of the dr banking details. So I lost it. They need the payment today. These people do not understand how serious this is. If no payment is made they are going to cancel the booking and then my daughter can only go again next year. So she needs to walk with a sore mouth but they don't care. Nobody informed me about the letter. I'm phoning them now but I am holding on now for 10 min and no answer. There goes my airtime, and do you think they will phone you back no because it is too much work. I am so tired of begging. If the dentist is going to cancel the appointment then I will be very angry with Fedgroup then they will get me a good dentist that will help my daughter.