Fees payable before Clearance Certificate can be issued

Good afternoon

I contacted Octogen in October for my name to be cleared from ITC. I was advised that I need to get the paid-up letters on all the accounts. I actioned it and sent through what was required. I received an email back to say that the team required the 2 outstanding accounts (which one was supp**** from the start) however I did send the paid-up letters. The one was an email from African Bank stating that I do not have any accounts outstanding. I contacted Octogen and confirmed whether it would be sufficient, and I was told yes. I never received feedback and I did do a follow-up today, just to be told that the email will not be accepted, and I require a letter. (This is very frustrating as I did ask that I get notified if this is unacceptable, and received no feedback) So, speaking to Resta today, she advised me that there is an outstanding amount of R517.50 payable by me before any clearance certificates can be issued. I did ask why I was not advised about this before, and I could get no answer. I did ask to speak to the Manager namely Juanri Leao - I held on for 40 minutes and eventually the call was dropped on Octogen's side. I got the paid up letter and sent it back to the team, I expressed my frustration about paying this fee as I did not get any good service from Octogen from the start and when I started with this process in Oct I was not advised about the fee applicable. I feel that it is unfair charging me this fee if I have been running around and getting everything done. If I knew about the fee upfront, even though still unfair, I would have been better prepared. I still did not get any calls back from Octogen today and speaking to Resta again after the paid-up letter was sent, she said that she is just doing what she is supposed to do. I'm happy to have further discussions around this topic.