OLD Mutual disappointing client service from debt review lawyers.

I was in debt review and a friend of mine who works at in the relevant department told me that they have lawyers that deal removing people from debt review. I paid the R4500 to be represented in court and apparently I was removed, this was in July 2019. Now I am trying to purchase a car and FNB still has my risk category at 4 which is very high risk and means you are still in debt review. When I called the FNB debt review centre they told me that I needed to submit a court letter that states that I am no longer in debt review. I called the lawyer in December to let her know that my risk status never changed even though I'm no longer in debt review and that I should submit a letter from the court. She said she would send it the following day in the morning, which was the 22nd of December 2019. I sent her a reminder and she never got back to me, she told me she had left the office already and is on leave and she will send it on the 6th. I called her again on the 6th to remind her and she told me that I'm not her only client, she is busy updating her client's documents and that she promises she will send me the letter that same day. She still hasn't sent it, but now what is the point of calling her if she will tell me that I am not her only client? Is this how lawyers at old mutual treat their clients? I'm extremely disappointed... I can't even make any purchases because my credit score is being affected negatively by the absence of this letter. Does she have to get back to court to give me this letter? Because cause I was under the impression that she would have gotten the letter on the day she represented me in court and all she has to do is send it to me. Worst client service and lack of urgency because it's not her credit record that is being affected.