Unable to get paid up letter

We have been under debt review for the past 4/5 years. (Which we volunteer when I was retrenched). I have not missed a payment and now when we are told by standard bank debt review department that our balance is zero. Nobody can issue us a paid up letter. This was settled in Dec 2015. Our debt councillor is Debtbusters. They have managed everything and made all our payments and now when they have requested a paid up letter, they get told that they are a third party. What nonsense and utter BS. To take my money, they where good enough and now to clear my name from the system they are not good. My wife, Debtbusters and myself have made numerous calls and sent emails and to date nothing. For myself and my wife not getting our dream house, standardbank has a part in this because from day one nothing was done right. PLEASE SORT THIS OUT RIGHT. According to debt review department our we are paid up. Only home loan department issue the letter who probably sits in the next room. If this is the level of professionalism standardbank has to offer, then thank God we are done with this bank.