Credit Card Debt Protection

FNB please help, I have POA over my elderly brothers Acccounts, he recently became disabled. We went the Policy route to get to cover his overdraught and credit card. On 2 September we received sms from the credit protection to say the credit card has been settled. According to Credit card and we can see on his banking no payment was made. I have been back and forth over the last few day and none of the departments are able to help. please assist