Sanlam trust funds incompetence

My child has a Trust fund at Sanlam. They refuse to pay her school transport fees. I sent then a request on 17 January 2024. All paper work was correct. Till today, 22 February 2024 they have not paid. I spoke to so many call center agents, they all told me the Administrator Yolanda is slow and has a back lock, but they are escalating the matter. I even spoke to the manager Nikile, he told about Yolanda's back lock and he is escalating the matter. I told him I will call today. When I call Didi from call center says Nikile is the only manager and is not at work. My 12 year old has to use Uber to go to school as there's no public transport that goes there. The school transport refuses to pick her up without payment. Didi refused to let me speak to Yolandas manager Cynthia. She says she's not allowed to let clients speak to her. Last week on the 15 February, I emailed Sanlam for complaints. I never received any feedback. No one writes or calls you back. They are *********** and useless.