Frustrated with unprofessional service that i pay for

On the 13th of August 2018 my debt counselor sent through a request with my Clearance Certificate to Experian, to have myself removed from Debt Review. After numerous telephone calls on a daily basis from the 14th of August i was told that they were busy with the request. Well today i decided to phone again just to follow up if all was still well, i was informed that they only opened the email YESTERDAY 06/09/2018 This procedure takes up to 21 days to have Debt review removed from one's credit score. According to our calculations and those of the consultants we would of been on day 20 today 07/09/2018 - now i am told that the process has only started yesterday. I have sent all correspondence i have with them with dates and times, but no one is willing to assist me in this matter

This is very unprofessional