Lack of empathy and poor service

I app**** for consolidation in June, I was approved and I sent the agreement to complete and forward back. I was informed by Marlene that once the agreement and settlement letters have been received it will take 3 days thereafter for the accounts to be settled, I sent the signed agreement and settlement letters on 7/7/22 but till today no account has been settled and I haven’t received any feedback. I have sent many email to ask for feedback but I am not getting any response but instead I got an email stating I am a difficult client. The reason I app**** for consolidation is because I am under financial difficulties and I need assistance and I do not under how that makes me a “difficult client”