Trust not paying medical invoices on time and poor communication

On the 19th of February 2024 my daughter was supposed to attend her physiothe******,but she missed it due to insufficient funds. Standard trust didn't transfer money for her session even after I reported via email a week in advance. I've emailed Relations office Charmaine.

She didn't acknowledge the email as usual. The trust was designed for the child needs as she's diagnosed with cerebral palsy,but standard trust is being very inconsistent when comes to the handling of Rethabile Rakauoane Trust. Communication is being always bad. If we don't flight as parents, nothing will happen. Even few months ago we heard that standard trust appointment a new trustee for Rethabile Rakauoane Trust from they are side. We don't know the trustee and we never communicated with the trustee except Relation officer Who doesn't care.

Because she has the habit of not answering her phone and emails. We have to send one email at the time so that she can answer and transfer money according to the email.

We had to pay physiothe****** last week,she didn't transfer money till date,we had to pay her from the savings we had from our account and postpone the child session to next week. She usually attend physiothe****** every Monday.

We still need medication as per doctors prescription. We bought the one that is finished completely. We were supposed to send email for medication once she acknowledged the first email. There is still other things that we need from the trust,but because of poor communication. It is difficult for us to deal with Rethabile Rakauoane Trust.

We have more than 3 complaint about the trust between November 2023 to date,but we still not happy about standard trust service as things aren't getting any better.

As clients we want different Relation officer and Trustee for Rethabile Rakauoane Trust.

We believe both of them are not doing their job and we have list of grieviences.