Mobicred does not allow you to use facility or apply for facility once you got released from debt review

I was under debt review for 5 years since 2020 . now that I am not under debt review I got told that the account was never released from debt review and I am no longer eligible to apply for any account again . I am unable to understand why as the clearance certificate was sent to consumer friend and I was able to gain control of all my accounts again by applying again even with the old accounts being closed

This has even impacted my own mom who wanted to apply however is not able to apply because of my debt review situation I am able to forward the clearance certificate but my emails get ignored. l