False promises

We started with debtsafe in Feb 2018,all things seemed promising until now in May 2018 as we are threatened by the home loan services that as far as they know we are not on debt review because they had not agreed to any negotiations with debtsafe and they are failing to reach them any how. I thought this is one of the debtors strategies to get me to pay directly to them only to find that even to me they are not responding, the receptionist keeps saying my relationship manager Jibsy is off sick yet she keeps on putting me through to her office knowing the phone will ring to no avail. I'm faced with an urgent matter yet am not taken seriously as the home Loan services want me to make a payment arrangement or lose the house, how do I even make a decision when these people are not answering. they promised to be with us all the way but we feel alone and let down by debtsafe. If someone is off sick shouldn't there be someone in place to help with urgent matters like these. The gentleman from the home loan services even called on my behalf with me on the line asking to be out through to the legal department yet there was no conclusion to the matter it took about 7 minutes for the phone to be answered, yet in the first two months the relationship manager Jibsy would just call to check on us ,now none of that happens. I wrote a number of emails of complaints and got two responses yet those people don't even bother to call back. Right now I don't even know what to do an just devastated at the thought of losing our house.