credit card running interest since 2013

Mr Crisanto Gorgulho Melim has been on debt review since 2011. Most of his accounts have been paid, but some did not send a confirmation that the account were paid and closed. His wife, Ruth Melim sent an email on the 25.01.2016 to confirm such. On the 10.02.2016 an email was received from ABSA debtreview attached a statement with an interest of 18.50% showing the last payment 2013. I took the matter up with our debt counsellors who stated that when it came close to the final balance, they sent an email but got no response and continued to pay as per the initial balance they had from on the agreement. I then wanted to know why it is that Mr Melim was not contacted telephonically or emailed to question why he had stopped paying his account. ABSA debt review responded 25.02.2015 with an attached amended statement with the correct interest rate, and an explanation that it was not terminated under debt review that is why the bank did not contact. Surely someone had to contact to follow up why the account had been stopped paying in 2013. If we and the debt counsellors knew this the balance would have been amended. Now Mr Melim has to pay interest upon interest, which is not fair