Sanlam trust and unanswered calls almost every day

My sister son has been waiting for his payout as he has requested a withdrawal from the 29th of August. He has been submitting every document that has been wanted from the people from Sanlam trust. The last email he received was that he must wait 10 days for his payout. We have struggled because this money was suppose to help him for his matric dance and transport to commute to school and extra classes. We are now stuck with empty promises and unanswered calls from Sanlam trust.