Poor service

My father passed on almost a month ago its been 2weeks since my mother claimed for my younger sister to be able to go to school, they said their turn around time is 48hrs this was on monday but we call to enquire as my sister is struggling their financial adviser by the name Queen in PTA is threatening that she'll stop pushing for the money to come through because we making it seem like she's the one paying then she hung up on me...i greatly sure that her child is comfortably attending school stress free.