dissatisfied with the trust

I am so dissatisfied with the above who hold the trust funds for my 7 years old daughter. Last year December I was told by Simphiwe who is working for the above company that every first day of the month starting from January this year I will be paid maintainance fee and someone will phone me to confirm the amount that would be paid but no one ever contacted me and he told me that standard bank was going to send me a welcome letter confirming every details of the trust fund of which I've never received. Monday 4/01 I phoned them Winnie told me that I should resend my bank statement which was sent already with the claim. Tuesday I spoke to Gloria who confirmed that they received my documents and the payment would be made by the course of the week. Today I phone again since there Was no payment made and schools would be opening next week by Tuesday I should have made all necessary payments concerning my daughter and Gloria is now blaming me that I should have sent the request on October and they are very busy since they are from festive holidays. I consider the STD bank trust unreliable and not considerate of my child's needs moreover they cannot keep their promise.