Removal of Debt review flag on Home Loan

Debt review department extremely bad service. They read to response and not to understand. I provided a clearance certificate asking for my debt review flag to be remove so that I can make arrangements with the Home Loans department to pay my account directly to FNB. They respond saying...

Kindly be advised that we are unable to accept clearance certificate as there are arrears on the home loan account 3-000****-423 arrears amount of R 7,509.44 as at today.

Request is very simple. Remove the flag because im no longer under debt review. Then I need to contact FNB Home Loans to make arrangements to pay my account directly. Thats it. They decide to decline my request. Where does that leave me. Because I can't go back to the debt counselor as ive been removed from their books as being over indebted. Really shocking that I have to explain something to someone that you expect to know.