Sanlam Trust monthly maintenance issues

For the past 3 months we haven't been receiving the "monthly maintenance" from my daughters trust account, which is supposed to automatically come into my account on the 25th of every month. When I called a month ago they didn't offer any explanations as to why the payments have stopped. Instead they asked for my bank statement as proof that the funds hadn't come in and paid via EFT(process takes weeks) and now this month it's the same issue which means they didn't fix the problem. I don't understand why the automatic payments stopped in the 1st place.. Sanlam's customer service is forever declining and dealing with them is so frustrating.