NCR pathetic entity!

I work for a debt counselling company and it is always my aim to assist all clients even if it is not our debt counsellors clients and I handled a call from a client that called in saying someone said he must call us, the poor consumer has been sent from pillar to post and I tried to help consumer even if he is not registered with our dc. This is my story. Client advised us he is registered with a certain debt counselor and needs a form 17.4 as he was cancelled before Feb 2014. I contacted the dc's office in question and I was advised the dc worked there 6 years ago and has migrated to another country. I asked who is servicing the dc's clients and I was advised that they do not know. I contacted the NCR debt counseling department for advise on what to tell or how to assist client and this is the response that I got from Nkosansa working in the debt counseling department. After explaining to him the whole scenario his response was "mam if this is the situation then it means the client is not under debt review". My response was, how is this going to help the client he needs something to go on with his life and proving he is no longer under debt review. Nkosana's answer is, that he is going on what I am saying and advised that because I am not a debt counselor myself but calling from a debt counselling company our debt counselor should know how to assist client, why or what is the NCR's purpose if client's gets sent from pillar to post, what do I tell this poor consumer now, give him another number to phone untill kingdom come? NCR needs to send their consultants on refresher courses for customer service because is it about you or the consumer. You should really lead by example.