Sanlam Umbrella Trust

I sent an email to Sanlam Trust on the 5th of April but still no response. I had to come here to complain previously about basically the same thing. My sister's rent is late and we are still waiting and the landlord is impatient because this happened before. I don't understand why we have to wait so long with no response and ontop of that when they do process the payment then we must wait up to 10 business days.