Debt review complaint

I app**** for debt review in September 2018 and I was granted a court order. I then started to pay my debts through debt review and I discovered later that one account was not included in debt review. In December 2020 I completed the debt review process and I called the debt councillor to ask for a clearne certificate. I was told that I cannot get a clearance certificate because of that one account that was not included in debt review. But now my question is, why should that account hold me back from getting a clearance certificate when it wasn't included in debt review in the first place. A second question is when the debt counsellor punches in your identity documents, all accounts that are under your name appears and I believe that account should have been included. I need help with getting my clearance certificate so that I can go on with my life and start afresh. Please assist