Faulity debit order still not resolved after two complaints

I previously tried to resolve a house insurance for my son-in-law Tim Ross in New Zealand, whose premiums kept being deducted dspite the Pretoria property having beeen sold. As I have power of attorney, I visited a branch who provided an email address (***) to submit his request. When this email bounced I complained via Hellopeter. The bank responded with an alternative address (***). When forwarding the failed request to the new address (on 12 Jan 23), the automated response (Case # ***3) promised action within one business day,, which has still not been received, and the debit order still went off the account. As I am in New Zealand until end Feb, can you contact me via WhatsApp, remembering I am 11 hours ahaead of SA.