Sanlam Trust

I'm the guardian of my younger sister. Our parents passed away last year so my sister has a trust at Sanlam Trust. It is one big hassle when it comes to getting assisted. Sometimes it would be week 3 with no response on quotations or just anything. I really do not think it is suppose to be a constant thing because atleast by the second week someone can respond and just say something in regards to the matter represented. Her college classes is on for about a month already and sent in her documentation and waited, after they eventually responded I was asked to get proof that the institute is registered and their banking details and so I did that and then you wait all over again. I finally got the proof of payment for the college 3days ago after another long wait and complaints. But the thing is I am still waiting on a response on another matter and did some follow ups already but hopefully one day someone will respond again. I'm really frustrated at this point.