Still getting no where with GAP cover query for my MOM (G J Rey)

My review / complaint dated 5 September whilst responded to has not yet been resolved. The last correspondence required some documentation and authorization which was provided and we were advised the GAP would be re-instated and outstanding amount debited on 15 September. To which we got no confirmation or acknowledgement of receipt and to date these monies have not been deducted. The service from Kaelo is just shocking - he/she never gets back to you.