Sanlam-Futura and their endless process excuses

Since my late husband passed away I'm forever struggling to get most of my queries resolved with Sanlam even recently since when I have sent a request to Sanlam (Futura) on the 13 August for my son's transport fees to be paid. My son's driver was only paid twice, for 2 months I had to pay from my own pocket, I sent a request for a refund and to date, I have not received my refund. My son's transport fees are still not paid for the month of November while I had sent all the required documents very well in advance. I spoke to Zongezile Lizwe who told me that there's a process where the trustees of the funds meet up once monthly to approve requests. I struggled with my son not going to school for the first week of October as the transport driver was not paid and I had to call again and speak to Zongezile's team leader, Andiswa Koba, who told me that "I should try to get money somewhere" while they get my request resolved. As I have already mentioned, I managed to pay the driver for that month yet my I was not reimbursed. The month of November transport money is still not paid to the driver. I called again and spoke to Tapelo Sefoloka who again tells me that the trustees need to approve my request as it was not received from their front desk. Tapelo tells me that he is communicating with his team leader, Teresa Ackermann who is to this date still not able to get my matter resolved. I was told by Andiswa and got email communication from her from Yonela Dyongo, who said that I had already paid this year's transport money and I clearly explained that the refund that I had received was not for 2019 transport, but it was for 2018 January to December and 2019 January to June. How is my son supposed to go to school go the rest of the year as I am depending on this money to assist him with his educational needs? Why is it such a struggle to be refunded just R1600 and the driver to be paid what's due to him? Clearly someone is not doing their job? I am on the line everyday trying to get this matter resolved and the response I always get is that "the trustees needs to approve my request". When will they approve the request? When my son fails the year bcos of non attendance at school, is that when they will approve? I was given a very unprofessional statement from Andiswa Koba who told me that if she was the one handling the funds, she would send me all the money that's left in my son's trust account. Well, I don't need all the funds, I need what I have requested for now and I need it urgently as my son needs to attend school. I will be taking further legal steps until this is resolved as these funds belong to nobody but my son.