NCR poor service

I'm so disappointed, I was under debt review and my debt councillor submitted all my documents in time for them to update the systems and was told to wait for 7 days, nothing has happened and now it's almost 2 weeks and they told my debt councillor national ITC to send another email and it will acknowledged in 7 days as they have a backlog of requests, my kids have been kicked out of school, my mom needs urgent medical care, our home is in the process of being repossessed, my life is just a mess due to all of this,