Pathetic service from Snn Solutions

I was contacted by Naz from Snn solutions in November 2018 and she said she could assist in clearing my name, I made full payment ( I have proof), she said my name should be cleared by end of December , I have made numerous calls and sent emails, however till date I have no feedback on the progress, my creditor is hounding me because they have not got paid, Naz or her manager never available or returns calls or emails, who do I report this to and how do I get a refund so I can pay the creditor directly.