Very poor service from Hanifa and Debt rescue

Very poor service, My aunt had finished paying all her accounts and wanted to be cleared , Every time she had to calla lady called Hanifa for feedback but hanifa will always saying she was waiting for 1 payed up letter, Hanifa does not ever get back to us,my aunt is the one calling all the time, Why cant debt rescue give us someone who can really help, The last time we spoke to Fatima on Friday who said she will get the person to call us and still no call from Hanifa. This is terrible because no one is competent enough to help,How long more must this go on.