Pathetic service

I have been with octogen for 5 years. I have managed to get a reduce interest rate from one of my creditors. I spoke to Susan and she then emails the creditors for a settlement letter. I did not request this. I asked her to contact my creditor as they have instructed me to work through my debt counselor. So strike 1 the counselor didn't understand what I wanted even after I sent her the emails from my creditor. Strike 2 I then contacted octogen again and this time spoke to Mthabiseng now she understood what I wanted but she promised to get back to me Monday the 24th January and I had to call her today Thursday the 27th January to communicate with my creditor. I am not happy with how I am being handle. My debt counselor also does not work for octogen anymore so someone else is handling my file however this person has never made them self known. The service is pathetic. No communication and if they do communicate they don't understand what you are requesting.