Poor service

My husband immigrated to New Zealand and emailed his cancellation to 2 different email addresses as per the website. He has not received any feedback and it is again a month later. When I tried to contact them, since I am still in South Africa, I was told he must phone +278135. The problem is that his phone and number is no longer in use, so he cannot contact them. Why do they advertise email addresses if you anyway just have to phone again?