No feedback on "non-payment"

This complaint comes after several issues have come to light and lack of feedback from Debt Rescue. I hope that being a company that responds on Hellopeter will get us somewhere. My wife initially joined Debt Rescue about 5 years ago and has been paying on a monthly basis. There have been annual increases done as well. On the 26th of September, my wife received a phone call from Mac Robert Attorneys demanding payment of an account that was included under the initial debt review process. Mac Robert Attorneys informed my wife that payments on the account had not been received since May 2018. While speaking to the representative from the attorneys, it came to light that the attorneys were not permitted to contact Debt Review as the contract had been terminated and they are not permitted to enter into negotiations with debt councillors. My wife immediately contacted Debt Rescue telephonically and spoke to Pumzile and later on, Mpho. Mpho advised that he would contact Mac Attorneys and would resolve the issue. Mhpo phoned my wife back and advised that he had spoken to Lebo and that the issue was resolved. My wife decided to call Mac Robert Attorneys to confirm all was resolved and was advised by Meegan that Lebo had provided false information – the loan would start being paid again from the end of November however there is still the issue of May to October payments that have not been made. Hence this issue is not resolved. This event sparked Debt Rescue to get updated balances on my wife’s accounts (which by the way currently still do not reflect on the latest statement) and we were shocked, to say the least, to see what little impact 5 years has had in the grander scheme of things. These events were followed up with an e-mail to which there was no reply. On the 27th of September, my wife received a follow up call from Mac Robert Attorneys. She immediately phoned Debt Rescue and spoke to Mpho who advised that he would again contact Mac Robert Attorneys and assured my wife that all would be resolved. My wife received a call back from Mpho who advised that he had again spoken to Lebo and that this issue was resolved. He also assured my wife that he would get the updated balance and pass it on to her. We are still still waiting on the balance. These events were again followed up with an e-mail to which there was no reply. My wife, on the 6th of November, received her normal monthly statement and noted that the balance for the account that sparked the initial contact from Mac Robert Attorneys was not reflecting as it should. She immediately sent another follow up e-mail to Debt Rescue to which no reply was received. Today we were phoned by Shammie who advised that she has received an updated balance from Standard bank regarding the home loan. Standard Bank advised that the payment agreement had not been followed and Debt Rescue wants to exclude it from the contract. The payment agreement allegedly states that payment on the home loan was to increase by R1000,00 per month. Let’s stop for a moment and do some basic maths. If the home loan payment is supposed to increase by R1000,00 per month that means that over the course of 5 years my wife’s monthly payment to Debt Rescue should have increased by R60 000,00 and that does not take into account the normal annual 5% increase. I don’t know about Debt Rescue staff, but I would love to have a salary that would cover paying R60 000,00 per month on a bond. If this payment was supposed to increase by R1000,00 each month, then why is this only coming to light now (5 years later) and not in month 3, or month 4 or even month 6? Shammie has sent an e-mail to Standard Bank asking for the bond to be excluded as we cannot afford to pay the new expected amount of R16 000,00. My wife enquired why the balances are not being obtained monthly. She was made to feel like it was her fault that Debt Rescue staff were not following up on balances. While we can understand balances may not be updated monthly, at the very least every three months would highlight any issues. How is it that this has come to be? I cannot understand how Debt Rescue is able to take monthly payments, and “distribute” to accounts but there is no follow up that things are actually being done or that the payments are having the desired impact. My wife signed with Debt Rescue and entrusted Debt Rescue with taking care of everything. This is what she is paying Debt Rescue to do. Debt Rescue is unbelievably quick to take the monthly payment out of her account (even in December when she has not yet been paid and the order sits waiting for her bonus to be paid in). How would Debt Rescue react to not receiving the payment. I am sure it would not be a positive reaction, nor would the level of communication be as relaxed or the following up be as slack. I guarantee that Debt Rescue would be on the phone first thing, demanding payment, doing whatever they can to get the money. While this would be even more detrimental to our current situation and would not resolve anything, the thought does provoke the imagination.