Sanlam Trust troubles!!

I have a trust set up for my kids and they are making my life difficult. Firstly sanlam takes 4 to 5 days to respond to emails, so if there's outstanding information that is needed it will take a few days before they respond again. Secondly I submitted quotations for medical purposes and I was assured I would get payment the following week on a Monday or latest Tuesday. I went ahead and booked a doctors appointment for two children and when I enquired about not receiving payment I was told it hasn't been processed. You can imagine the shock I am in. I spent the whole day speaking to several consultants and 3 calls later nobody can tell me who must pay for the cancellation fees I will be owing because of non payment. I booked the appointment because I was assured the money will be in today. Sanlam is just a joke. If I could cut strings with them I would. I was advised to send a email and enquire about this. Which will take 4-5 working days to be acknowledged. What about my appointment tomorrow?