unable to reset password

i had the kaching app installed on my phone. when i got a new phone it wanted me to log in. i could not remember my password and subsequently requested to reset it. This was done 2017-11-16. I have had some email correspondence with michelle nolan but nothing has been resolved. I have even tried to make another profile but unfortunately my mobile number is linked to my existing account (the one i am unable to reset) I have actually deleted the app on my phone and written off the credit i have on my account. i wish there was someone who could assist.