Reconciliation of credit card balance

I have been with FNB for a really long time. I am simply disappointed with their service. I am looking to settle an FNB credit card that I have been paying via debt review, however all funds paid via debt review are not being reflected and the balance is not being adjusted. I have been requesting an updated settlement and balance for the past three months with no luck. Today we followed up again and the call Centre agent dropped the call when we asked for her details.