Ignoring my request

My wife and I have both app**** for debt counselling via DebtBusters. My wife's application have already been finalised, but mine is still being negotiated with the creditors.

We have initially requested that our home bond be excluded from debt counselling, but our financial situation has worsened. I therefore have request that DebtBusters include our Home Loan as part of the accounts under debt review, but haven't had any response from DebtBusters. Not even an acknowledgement that my request has been received. I sent my request via email on the 14th October 2019 and I sent another request on the 25th October 2019. I even made the request telephonically, but were instructed that I have to take it up with the bank.

I was under the impression that this is part of the service that DebtBusters get paid for?