Removed My Previous Complaint in Good Faith – Still Waiting for Answers

I am extremely disappointed by the lack of communication and follow-through regarding my debt review account. I previously posted a complaint and removed it in good faith after receiving a response and assurances that my concerns would be addressed. Unfortunately, despite multiple follow-up emails, I am once again being left without answers. After settling my vehicle finance account in full, I was informed that a refund enquiry would be submitted because a payment was deducted after the vehicle had already been settled. I was specifically requested to provide my banking confirmation letter, which I submitted on 25 May 2026. In the same email, I requested updates regarding: • The refund enquiry • Confirmation that the MFC paid-up letter had been received I received no response. On 4 June 2026, I followed up and requested the total amount outstanding on all my remaining debt as I am actively exploring the possibility of settling my debt sooner. Again, no response. I followed up once more after receiving notification that a new debt counsellor had been assigned to my account and requested the counsellor's details as well as an update on my outstanding queries. Once again, no response. What makes this particularly frustrating is that the company states that emails will be responded to within 2–3 business days. It has now been substantially longer than that, despite multiple follow-ups. I understand that debt review is a process and I appreciate that my creditors are being paid. However, clients should not have to repeatedly chase basic information relating to: • Refunds owed to them • Outstanding debt balances • Settlement options • Changes to their account • Contact details of the debt counsellor assigned to assist them I am actively trying to improve my financial position, make responsible financial decisions, and plan for my future as I prepare for my upcoming marriage. Instead of receiving guidance and information, I am experiencing unnecessary delays, uncer*****y, and poor communication. I am not asking for special treatment. I am simply asking for responses to legitimate account queries that have been outstanding for weeks. I would appreciate urgent feedback regarding: • The status of the refund enquiry • The details of my newly assigned debt counsellor • The total outstanding balance of my remaining debt • The process and costs involved should I wish to settle my remaining debt sooner I hope this matter can finally be addressed.