Pathetic service. Considering Ombudsman

I've been on debt review from 2015. I have finalized payment of my debt review but now I can't get a clearance certificate due to african bank's system that made a mistake. I paid my last payment to debt rescue in November 2022, since then african bank is a problem. They can not give a paid up letter due to my account being in a credit, when trying to get it sorted out all they say there was a balloon payment issue and they don't know when it would be resolved. I phoned on the 28th of February and the person I spoke to advised that the investigation is almost over and would be completed in 72hours from the 28th of February. I phoned this morning again 8 March. Now they say that it still not completed and they don't know when it will be completed. This is shocking how I must wait so long for their errors. I have a life that I want to get back on track now being debt free but yet again pathetic service from african bank lets you down.