Removing Under Debt Review Status from the system

My husband and I have been on debt review since Nov 2010. No problems or issues. Our debt counsellor resigned last year and our file was given to another debt counsellor. She submitted all the forms etc to ABSA. In Jan this year I phoned to get a statement. I was told that according to ABSA's system we are not on debt counselling anymore since Oct 2018 because we have defaulted on a payment and because they are waiting for the 17.2 form (grant order) from our counsellor. We have been struggling with ABSA since the beginning of this year about this grant order. Suddenly we get phone calls left right and center from ABSA demanding the outstanding money. I spoke to Kosi (if I have her name right) one of the supervisors on Friday (22 March) and she said she will get this sorted out. I'm still waiting. My debt Counsellor informed me this morning that Bridget Manganye informed her that they have corrected the system after she mailed the need information twice to them. Now my questions to ABSA is. 1. Who gave the authorization to the system to remove our debt counselling status from the system without consulting us first? If this was a human error, how many more people have gone down the same path as us and why weren't we informed about the default payment and that ABSA has removed our Debt review status? I do release that you can't phone every person but surely a SMS will do? 2. We get a statement form the Hyphen PDA each month to say that they received our payment. So how can ABSA say we defaulted on a payment if payment was made and I have proof? 3. Now this "default" what impact will this have on the final payable amount? 3.I also require a detailed summary of payments that was made. I need for my debt counsellor to go through everything so I make sure ABSA isn't holding us liable for their mistake that was made by them.