Sanlam beneficiary

I am a university student and lost my father at age 9 back in 2013. He left funds for me with LBF at Sanlam and I’ve been trying to communicate with their client service team but they are acting so snobbish and not paying attention to me. I asked for funds for my registration fee and they took time paying out I had to use my own money. I’m not left with nothing because I’ve been asking for a refund because I need the money for groceries and travel expenses. My mom is a single parent who doesn’t have a high paying Job. She is now stressed on how she will get me to school because the one thing that is supposed to be a sure thing is making us feel like we are begging for their help. Sanlam is very *********** alongside with their workers. I’m scared I’m going to have to miss first week of school because of this. I need help.