Clearance certificate

Good day

I'm really upset with the unprofessional consultants that work there. The consultant made me wait half and hour for a simple request. My clearance certificate was emailed to them by my debt counsellor on the 12 May. I have been monitoring my credit report only to find out that my pf wasn't updated and accounts that were prescribed going back on my profile. After my DC sent in the clearance I also emailed them a copy to which the consultant said that because I sent the certificate it was declined. Wat bull**** is that wether the DC or the customer emails the certificate, wat difference does it make. These consultants are useless. I need my pfile updated urgently