First contact was excellent, process also communicated step by step, debt counsellor very responsive

First contact was excellent, process also communicated step by step, debt counsellor very responsive. In fact even now I get quick responses on my enquiries. My issue is I was promised at first contact resolution of an ongoing issue with Real People (as a result this acc wasn’t included in the debt review schedule), I’m not getting ANY feedback on progress except ‘someone will get back to you’…