Unprofessional service

I am a legal guardian to my younger brother and Sanlam is managing his Trust. Recently we tried to get money from the his trust to cover his Matric farewell costs. The Trust Administrator by the name of Sulungwa Ngceba at Sanlam, has been so unhelpful sending us from pillar to post, asking us to send this and that. I even concluded that he doesn't know what he/she is doing. At some point email was sent that the quotation was processed, next email money paid to edcon account, which no one provide for that matter, next thing there is no record of school and that my brother is doing matric, a school letter is required, I submit the letter, next thing letter with date of farewell is required and already I had submitted a notice letter from school for the farewell. Sanlam employes unexpience people to deal with sensitive matters, I m so frustrated in disappointed. Waste of my time with people who don't know what they are doing.