Bad communication, customer management- and rectification of system glitches

My March 2025 deduction didn't go through due to a glitch. Every deduction since has gone of in time. The deduction was scheduled for 16 March 2025 but didn't go through. I've reported this matter to Old Mutual themselves on 19 March 2025 and have gotten a case number as well (I will share this number with them if they respond to this matter). They have indicated that there is a 5 day turn around time in official written communication (I will share this with them again if they contact me. It has since been a total of 74 days still no action. I have communicated again to them on 06 May 2025 as no action was taken and received another official written communicated that the turnaround time for the follow up on my first report is now 2 days. It is now 26 days later still no action. The last communication I have received from them was 24 May 2025. There's still no action.