Pathetic Service towards the clients

It's two months fully now since I've done paying my debts with the company..Im using my airtime to call where I have to stay on the line for about 20 minutes to get hold of a consultant still you gonna stay on the line for another 15 minutes only to be told that relevant consultant is on leave .. We will get back to you before the end of the day it's their theme song to date I'm still hanging in there..the only thing I want is my clearance certificate,how difficult can it be. An update of the outcome won't harm nor break ones leg..emails are not responded ,it's frustrating and irritating to think the hustle one went through to finish so that life can be better with a clean slate credit wise