Service failure

I was referred to this company, they promised that they could motivate for me to be removed off debt review as most of my debts were paid off. I paid the 6k for them to help with the removal, its been close to 7 months now and nothing to date. I keep contacting them and they keep telling me that they have escalated my request to their financials department for a refund, no response. I need to keep following up with them.

I want my money, next step from here is with the ombudsman cause why are they making false promises