No feedbacj

My niece has a trustfund under Sanlam so she gets a maintance every month my mum was her guardian and she passed away two months ago we informed Sanlam about this as my niece will be staying with me as both were staying with my mum. So the advised we must send death certificate, my ID copy, my bank statement and the maintenance letter I did all that was send on the 14th July 2020. So no payment in July thought maybe its cause of the date I send the papers send two emails to Sanlam for feedback maybe we send the wrong documents or maybe they need something else from. Till today no response or phone call its the 25th today still waiting send a email this morning again. It's draining got alot of thing iam dealing with now this and she will be going back to school next week. Can we please have feedback.