Communication is key!

Beneficiary payment stopped without any notification! I sent an email prior for my banking details to be changed and attached my bank confirmation letter, I later received a call from one of the trust consultants requesting me to submit a certified I'd copy , n I asked her they need a certified copy of a smart card that is also side with two sides attached? N clearly stated they shouldn't changed banking details as I won't have time to go to the police station. Payment date nothing is received n have to purchase what is needed by the toddler, appointment for the one that has glaucoma and the appointment is in 10hours...what's worse I didn't receive any communication from Sanlam trust to confirm if am still changing or continuing....I am really disappointed with this! You can really learn a lot from fedgroup! I need an immediate payment to be made