Confused

I would like to get assistance on a matter here. I signed up with debt busters late march, my creditors immediately started contacting me reminding me of payment month end of which i made debtbusters aware of and i was reassured that they would not deduct my account (CREDITORS) its just automated messages. Silly me i relaxed then come month end all my creditors deduct. Debtbusters also tried to deduct as i had no funds this debit order bounced. My counsellor Siphosethu Domu assured me they would request reversals from all my creditors. At this point as i learnt no agreements had been made with any of my creditors as i would be contacted later by another consultant apparently in charge of negotiating with creditors, this is mid April and was never told the missed payment was a factor as i also did not understand how i can pay both a debt counsellor and my creditors at the same time but regardless no arrangements were made to rectify this discrepancy. Now 4 months later after paying all my installments on time i received a letter from one of my creditors that my arrangement has been terminated this was a week ago and now today another has done the same. With the first creditor i was told that this is because my account is in arrears and that because of this none of my creditors have been paid as i have still been paying service fees of which i don't have a problem with . My problem here is 1. Why is that when people within the company promise to call you back they call once and if you don't pick up they will never again? Why is there no communication with your creditors explaining situations that you are still paying service fees to a point that they will revert you to lawyers? Are any of my other creditors still under review or am i just giving away money? When one calls they are bounced around on hold and then boom the call is dropped. I would really like to know is this how the process is supposed to be.