Disappointment at the service by Sanlam Trust Beneficiary Fund

I sent a qoute for school fees on the 28 November 2023, and up until now it has not been processed and my granddaughter will be sent out of school tomorrow. What is worse is that there is no update or reason given. I've called on numerous times and everytime I've been told that it is being escalated. I've been given the names of the accounts administrator, Siphuxolo Sisusa and the manager Chris Mwalo. I've emailed them but there has been no response. I'm very disappointed at the service I'm receiving, and very frantic at the same time as the child will be out of school tomorrow.