My Debt Hero taking me for a ride

I've been with them for the passed few years, now everything is paid up, they've given me the clearance certificate on the 27 February 2026, however, they refusing to update the NCR. When I ask them they not giving me a straight answer. I even asked for the reference number so that I can make my own follow up, but they just not providing it to me. Client number ***.

Different people answering me differently always, back and forth

Only a trail of emails without a straight answer. Not happy at all.