Disappointing with the service

Contacted customer service on June 13th explaining that 2 of my creditors Standard Bank and Finchoice are stating that they have not received payment and are threatening to terminate the payment agreement. Even though Debt Rescue was debiting my account every month. June 14th they rep**** stating that the matter has been escalated for assistance waited until Saturday, June 22nd messaged them for an update for the agent to respond back apologising for the delayed response asking if there is any additional assistance I require. So what was the point of responding back if the agent did have any information to provide back the only reason the agent responded was to respond but they had no information whatsoever.