Poor Customer service

I have paid of my debts in April 2024. to date, i have been unsuccessful in getting Debtline to issue me with a clearance certificate despite me submitting to them my paid up letters. I try calling any my call goes unanswered. it can sometimes ring up for more than 30 minutes, and if someone does answer, they tell you that someone else is working on my account and they will let that person know to contact me. which never happens. i try emailing them several times, that too goes unanswered. It's now very frustrating as i cant get a hold of anyone, not even to escalate my matter.