assistance on my school fees and accomodation

Sanlam has been giving me problems regarding my school fees, I called them and told them that I sent an email and have not gotten any response and they only told me now that I needed to submit necessary documents for my email to be processed but on the email I stated that my school needs to be settled at a specific time and im not sure if I’ll be going to school or not because all their things take time to process and I will miss out on my school work if they don’t pay today .