Apartments.com -Not impressed, what is lag, time&how do get help?

[Colleen F.]

I tried apartments. com this month for the first time. Most tenants pay directly by zelle but I am trying to get one tenant from sending checks because USPS delivery isn't consistent these days.   So she makes a payment and it says estimated arrival the next day, that was 5 days ago and I haven't received the payment.  I try to contact them and there is no number for payment help.  Ok so I email and I get the following message

"Thanks for contacting the Apartments.com Payments Support team! This email is to let you know that we received your request. Our team is working hard Monday through Friday, and we'll get back to you as soon as we can. Please note, our response will be delayed a few days."

NOT IMPRESSED....  I appreciate they are upfront but starting with no phone and we are going to be delayed.

Now the delay in payment may be no issue and might be expected but the email and projected response time is an issue.

What is the typical lag time for a payment for those of you who use this service?  Does the receiving bank matter?