Still awaiting clearance

I was done paying my debt in January 2021 and 1 year later I'm still waiting for a clearance certificate and the debt review has not been taken off my name when I approached you guys for help you promised that after being fully paid up I will get a clearance certificate and the debt review marker Will be taken off my name which 1 year later after not missing any payments and fully paid up still no clearance letter which is making my life very difficult no faith at all