Bad communication and Allocation

Not proud to admit it but I made a few mistakes which lead to debt review. In the beginning they were amazing. Even for the first 3yrs actually. But on the last year, close to the end of my commitment, trouble started. 1st, one account stated it was complete via the website only to be told that it's not and owe another couple grand. This was then sorted out and settled. I was then told, with great excitement, that I was finished and now waiting for clearance certificate then to get an email saying I need to contact one company for a paid up letter to complete the process. I contacted them and was told by them they stopped receiving payments from 2017 (I started in 2015). I queried this with Debtbusters and I get "they will investigate" and "once we know the outstanding amount we can restructure again for a few months".....SERIOUSLY? Where did this money go then and why was payment stopped???? Plus, I had to find out payment stopped from the company and not Debtbusters, 2yrs and nothing was said??m