Debt clearance certificate

I am very disappointed with their service, I have been waiting for 2 months to get a paid up letter for me to get my clearance certificate. and when I got that letter, now they made me wait a month for a termination letter of an account that pulled out from the debt review process. Now that I got the letter, they don't want to proceed on my debt clearance certificate cause they need the balance of the account that pulled out. but it weren't paying that account and they got the termination letter from those people. Is there another legal route to pursue. I can't be given excuses every time.