Payment Arrangement

My Fianc? with ID *** Michelle Labuschagne Scholtz was assisted with a Personal Loan from Direct Axis. Due to her Financial Situation she had no option to seek the help of Debt Rescue in restructuring her Debt Situation with Credit Providers during 2014. Since then she voluntarily withdrawn from Debt Rescue in terms of Reg. 17.2 and a 17W Document was issued by Debt Rescue. Although she withdrawn she is still flagged accordingly. Attempts was made for the Last Month to obtain information from Direct Axis in order to make a Payment Arrangement in order to have this settled. A mandate was requested in order to supply me with the information and for me to assist in this matter re monthly installments as structured by Debt Rescue. My last attempt was today and was informed to hold the line as someone will assist in this matter. Ten minutes later I was still on hold and needless to say I stopped the call as it seems like I was place on hold to speak to ghosts. All I need is to make a payment arrangement on behalf of my Fianc? and have this sorted. She is trying to approach Direct Axis in having this sorted with my assistance but needles to say with no luck. Please help