Bad service from Stanlib

I invested in Fundisa unit trust with stanlib. Now i want to claim the money so that it can used for the student i selected. For the past 3 weeks i have been trying to claim this money from stanlib without any success. They keep rejecting my claim on the basis that they need to call me to verify the validity of the claim yet they do not call me. I wrote to them and specifically asked that they call me so we can resolve this matter. They responded and advised that the consultant will call me but never did. They asked me to rate their service , i did rate their service and also expressed my dissatisfaction regarding the service i am getting from stanlib. I also called them 3 times and asked for assistance, the call got dropped off without finalising the conversation. Can i please be assisted with the claim.