Unpaid claim for school fees

Good morning. My grandmother went to a Sanlam branch in February to submit a claim for school fees for my sisters child as she is the guardian.

5 months late, the school fees are still not paid and the school wants to take her to the debt collecters because of unpaid fees. She has called the toll free that she was provided but still no feedback.

This is now causing her stress because when the child gets these statements it's not a nice thing to him