Absa didnt update my profile

I were on debt review since 2013. In end of 2018 I was released by my debt counselor and received a clearance certificate. When I apply for my flexi reserve money on my homeloan it was not available due to the hold on my account that show I m under debt review. I went to a Absa branch and show them the clearance certificate to get my funds from flexi reserve. The guy helped me and assure me it is been done now and the hold is been lifted. On 14th of April 2020 I apply for the payment relief. I ve been told that i am still under debt review. The guy on the phone from absa asked me what proof do I have? And I told him I have the clearance certificate that Im out of debt review.

He gave me the number of the debt review department and they heard my story. But still couldnt help me, though I sent the e mail to the absa lady at that department she told my todat she didnt receive it. They even couldnt phone me back.

How can this been resolved. Please i need some advice