No statement, no help

Reviewing on behalf of my father who went into debt review with EZ debt in 2019. Paid every month, yet still receiving letters from fnb, Edgars saying they are not receiving payments. Saying that still after paying out all these years he still owes what his original debt was. He has requested a statement, which he should have been receiving every month, but has received nothing from them. He is almost 70 and doesn't understand the whole process or what is going on. He is now at the point of taking it to the NCR to try help him.