Absa debt counseling department not updating status

Absa debt counseling department: We have finished our debt counseling in 2023. The clearance certificate was send in December 2023 and 19 May 2025.Still the debt counseling department refuses to update the system. We still reflect as if we are under debt review.There is a hold on our profile the code is 035 no further advance.When the homeloan department requested that the debt counseling department update the hold they rejected the request because they said there is a risk code on.When I phoned the debt counseling department they said they did not receive any emails.I the client and the debt counselor have send many emails with the clearance certificate attached.We are in the process of buying a property and need this issue to be resolved ASAP.

Thank you