No Payment - No Service

My niece has a trust fund with ABSA. She has app**** at Star Schools to upgrade a few subjects and has been liaising with Jane Matsomela from ABSA with regards to payment to Star Schools. She has faxed and emailed the letter that Jane requested more than twice, but the school still has not received the payment. I sent an email to Jane ********** on the 15th of February and she has not responded to my email. It is unprofessional and highly disappointing!

Can ABSA advise on what the delay is and what we do to speed up the process as mu niece needs to collect study material and start attending soon.