Pathetic, Unprofessional and Misleading Service by EXPERIAN

My debt review clearance certificate was forwarded to Experian on the 05 February 2026. I enquired with Experian and was told that the debt counselor used the wrong email, and same documents were forwarded on the 23 March 2026 to the correct email address as per Experian. When a follow up was made on the 07 April 2026, was told that they cannot help me and must ask my debt counselor to load same documents to CBA Portal and we did as per request. On the 16 April 2026 when I called Experian with the CBA Portal reference number 105339, I was told that they cannot help me I must contact CBA. I fail to understand why I was asked to forward the documents 3 times and later to told I cannot be helped.