Terrible Service form DebtBusters

I am totally blown away by the incompetence of this company DebtBusters. I’ve been on debt review for quiet some time and decided to pay off all my accounts. I contact them directly to increase my monthly installment to help reduce the duration. That is done on time at all times, however I have been requesting for a clearance/ paid up letter for one of the accounts which were closed since Feb 2018. Subsequently there has been no feedback or progress, since today, 16 May 2018. To my surprise, I had to continuously follow up on how far the process is with the clearance certificate. With all the calls and emails that I’ve sent. Nompumelelo Vili advised me on the 26 Feb that I should receive feedback in the next 3 days. Where is it because it’s been months alreay? This is really disappointing! My last attempt was today, 16 May I called in and spoke to a lady by the name of Nelly at 09h40 and I asked to speak to a senior Manager to place a formal complaint, again I was placed on hold for more than 10mins. I'm being taken from pillar to post as if I am not paying for the service. Very disappointing to say the least. Escalating this further to the regulatory bodies. Consumers are being treated like nothing because these companies believe that we do not know our rights. I’ve had it with all the calls and emails I have been sending only for me to be given a one sentence explanation. Honestly I would prefer to have my account moved to a different supplier considering the poor service I have received.