COMPLAINT: DebtBusters Refusing to Issue the Clearance Certificate

I have been under debt review with DebtBusters since 2017. When I signed-up with them they told me that I can exit the debt review process once I have settled all of my short term debts and only left with long term debt (Standard Bank Home Loan Account and Standard Bank Advance account since the balance is higher than my Home Loan). On January 18 2021 I sent a message to DebtBusters confirming this (Ticket ***) and I was told that this is true, I will exit the debt review process once all my short-term debts have been paid and I am left with the two long term debts. I paid my last short term debt yesterday with Standard bank and I sent them the attached documents (letter requesting clearance certificate, short-term debts paid up letters and proof of payment made to Standard Bank). I was given the ticket reference number wf_*** and the lady by the name of Zinhle Mshumpela called me and told me that I cannot exit the Debt Review process until I have settled the Standard Bank Advance Account with the balance higher than my home loan, and only left with my Home Loan account. I told her that this is not true as it contradicts what I was told when I signed up for debt review and what was confirmed on the 18th of January 2021. I quoted the National Credit Act 34 of 2005 Section 71 (Pages 47-48 of the act attached) which states that: Removal of record of debt adjustment or judgment.(1) A consumer whose debts have been rearranged in terms of Part D of this Chapter, must be issued with a clearance certificate by a debt counsellor within seven days after the consumer has (a) satisfied all the obligations under every credit agreement that was subject to that debt re-arrangement order or agreement, in accordance with that order or agreement; or (b) demonstrated (i) financial ability to satisfy the future obligations in terms of the re­arrangement order or agreement under (aa) a mortgage agreement which secures a credit agreement for the purchase or improvement of immovable property; or (bb) any other long term agreement as may be prescribed (my Standard Bank Advanced Account falls under this category).

But Zinhle Mshumpela told me that this is not true and I will not get my clearance certificate at this stage. I am deeply disappointed with DebtBusters as I have worked very hard to ensure that I pay my short-term debts and exit the debt review process as they had initially promised. Now they are contradicting what they told me and the National Credit Act 34 of 2005 Section 71.

I have been extremely happy with DebtBusters up until now. It is obvious that they still want to continue milking me of the aftercare fees. I thought they were a trusted partner and I was referring people to sign-up with them. How can they contradict what they said and what NCR states. DebtBusters, release me as I have done what we agreed on. Be truthful and honor your what you said.