Credit card money has dissappeared

Hi, We have had no issue in the past with Debt rescue until recently when the credit card of my wife that has been paid off by all accounts has now suddenly had the money that was paid into it dissappear. We have had multiple interactions with different people from Debt Rescue and Nedbank and no one has been able to find the money. We paid this card off in December of 2020 (2020-12-29). But for almost 6 months Nedbank or Debt rescue have had no issues with the card because it was paid off. Now all of a sudden we were handed over to attorneys because there was no payment in 6 months. There was no communication for 6 months. 6 ****** months. And there should not have been as the card was paid off. But now the money is missing and we are not getting any good feedback. Reference number DT082061