Nedbank - internal processes and impact to customer is appalling

I have a Nedbank professional banker who is amazing. The issue is she too has to work with the *********** people at Head office. I app**** for debt review in 2019. After months of back and forth with my debt counselor and agreements reached, all my Nedbank accounts have been withdrawn from Debt review. However, a flag was put on my accounts in the beginning. I got my court order end of October confirming the withdrawal of ALL my Nedbank accounts. I have asked that they remove the flag and to date this has been unsuccessful. My relationship manager has contacted them with the required documentation and still nothing has happened. I am trying to pay my credit card, which is now in arrears, and still cannot be paid because my previous card has expired and they cannot apply for a new one until the flag has been lifted. I have successfully paid my personal loan and my bond but I cannot pay my credit card. It has been over 2 months now and all I and the relationship manager gets is the run around. I worked for Nedbank and I cannot believe that the Debt Counseling department is so different to the rest of the bank. It is a disgrace, especially because I just want to pay what I owe and get my credit rating and score back to what it should be. This affects me personally as I am a contractor and my credit rating and score is a huge part of whether I can get a job or not. Can someone please assist me, is that too much to ask?