Poor service! Not going the extra mile in getting that last paid up letter!

I am very upset with the service that I am receiving now when I am at the point of finalising my debt review. My last debit order went off in July 2020, we are now in March 2021. 8 Months have now come and gone and I am still waiting on my clearance certificate!!!!!! This is really unacceptable and ridiculous to say the least as I have done my part for 5 years and never missed one payment and all I am asking for is that my name is cleared so that I can go on with my life!! I can unfortunately not recommend Debt Rescue to a family member or a friend as they are not going the extra mile when it comes to the last part of the process (Getting your name cleared/receiving a clearance certificate). Debt Rescue sparked in the beginning of the process, they were quick to assist in getting the process started and now when I am almost at the end of this they cannot perform. I am so unhappy with the way that my case is being handled. At this moment they are literally waiting on 1 paid up letter from Cell C who have send an incorrect one to them in October 2020. They have requested Cell C to provide the correct paid up letter but no response since then. Each and every time I contact Debt rescue to ask if a follow up was done they say that they will escalate it to a team leader to request the back office to call the creditor for the last paid up letter. Then I find out that an update was done more than 2 weeks ago every time I contact them. They also keep on promising me that they will inform me or update me once they have done a follow up, they don't at all. Never received a call from them only one or two emails since then.

I have sent emails to the complaints department, no response to date. I have even from my side sent an email to Cell C to see if they will respond to my email. this was done on 1 March 2020 and I hope that Cell C will respond to my email.