NO FEEDBACK OF ANY PROGRESS FOR MONTHS

We gave instruction to mentioned institution to help clear someones credit record. Payment was made in October 2014. Said it would take about two months. Its been four months and still nothing. They keep using load shedding as an excuse not to do the job. Also informed us that they don't speak to clients. How can you supply a service and not have any client communication or update on a matter this important. They never call back, they are very unprofessional. How can a service take so long.