Disgusted with service

I am with Octogen since 2015, even though I was told it would only take 5 years. It's 7 years later. I've been struggling with Octogen Debt review for the last 3 months regarding my wifes Jet account that they could not be found on their system, but payment was made and allocated somewhere. I spoke with 3 different ladies at their enquiries, but none of them would even answer on emails anymore. Which is very frustrating. Today I phoned again, a very helpful guy try to assist me. I've explained to him, that I have 2 queries. 1.I didn't receive updated statements for the last 2 months. He's answer - he will send the statement of the last 3 months while we were busy on the phone. 2.The query with my wife's Jet account - He phoned the lawyers who handles the Jet accounts and put us on conference call. A man answered the phone, and I gave my wife's ID number but he couldn't find anything on their system. I gave him my ID number, and his response was he can only see a paid up gym account in 2018. The call was then done, I spoke with the gentleman at Octogen and he told me he will send an email to Zanele (debt COUNCILLOR). And he will include me in the email. He's words was, they will send a request to Hyphen to refund me for payments made into the Jet account. Until now I didn't receive any emails from anybody, not even the statements he promised. I don't want to mention stuff which I don't have the facts, but I am very disgusted with what is busy happening. Somehow, I get a smell, And it's not a healthy smell. Very disappointing. I won't refer anyone to them, not after this bad experience.