poor service

I bought your black Friday sale to have my record removed last year in November 2019. I filled it online with all the information needed sent my finger prints and the courier company confirmed they delivered them to your office in cape town. Till date i have not received any feed back i logged a call with the account manger i was told they will get back to me NOthing...... All i have received is an email that i should send my information or arrange for someone to come get my finger prints at an additional cost.