Longest wait ever

So I signed with these people some time December 2021. They explained to me that they will assist me with clearing my name within 4-12 weeks and required only 2 payments. Fast forward to now, it’s been 6 months and still no assistance. Now I’m being told that I need to wait for NCR to assist me and they can’t get hold of NCR their numbers aren’t going through. For 6 months. And I was told that I can not get a refund because they are still helping me, with what, I’m not quite sure. I need this refund to be able to get assistance elsewhere