Guardian Fund Beneficiaries Bad Bad Service

In September last year, my daughter was informed that she had funds available with the Guardian funds as she had just turned 19 on 02 September 2015. She was informed that the funds had been due to her when she turned 18. She submitted her application on 15 September 2015. On 17 September I requested an acquaintance who works at the Master's Office to check for me how much was available for my daughter. We were not informed as to how much was available but were informed that there are indeed funds available. We have been calling the Guardian Fund on all 6 of their telephone lines available since November 2015 to no avail. Calls are never answered. By a stroke of luck I recently got through and was told there is no file for my daughter. How possible is this when it has been verified already that there are funds available. This is a sad situation for children with deceased parents who never get to know that they have funds available to further their education after matric.