Horrible service

My husband passed away on the 16th of December 2021 I was informed by the teacher that I will have to call impaq for a transfer letter as I cannot afford to keep her in the homeschool I asked for a transfer letter on the 7 th of January after I was informed I have to get it from impaq told them I have to be at school the 10th of January to enroll my daughter in school. Ont the 10 th of January at school I called them again and I was told it takes 5 days I will have the transfer paper by Wednesday the 12 th of January I tried calling them the 12th of January everyone just after I get transferred call gets cut off over and over I then wrote another email to them, received a reply this morning that they allocated it to a relevant department I called again this morning after the email and I was told he created a ticked and send it to the relevant department and still waiting. The firt time I spoke to a lady and wasn't informed that it will take 5 days the second time spoke to a man and was told it takes 5 days was supposed to get it yesterday. I have to be back at school on Monday to get her in rolled. How can a transfer letter take this long and my daughter have to wait for that letter to go back to school