Dissatisfied Customer service from ********.co.za Expungement Service

I app**** via ********.co.za to their Premium ******** removal service to get a standard record removed on 04/07/2024. To my surprise at DOJ, I find the record has not yet been removed. ********.co.za has requested I upgrade their service further to get a case worker to personalise my case and get my police clearance personally cleared and delivered to me. I just find this unacceptable as the amount I paid was not a small amount. My details are: ***; Supplier ***.