New user. Query on Harrington Brooks

Hello all.
I have a query on a Harrington Brooks DMP that I've been in for the last 6 months.

I set it up through their online portal 'idebtplan' which supposedly allows you online account management, with the option to track debts and add any additional creditors online if and when they pop up. So far so good for someone who works in an open-plan office and doesn't have a whole lot of privacy to take calls about their debt problem.

Anyway, I could never get the account managers to just deal with me email as I requested. They kept phoning 'just for a chat' and I kept saying 'just put what you need to know in an email'. But I thought it was an annoyance more than anything - intrusive customer services really. As long as creditors were getting paid I could live with it.

Anyhow, then I asked them (via email) to send me details of where I could forward creditor letters, as I was still getting them and they never replied. Just a form email saying 'someone will reply in 2 working days IF WE FEEL IT NECESSARY' (my caps) and when I eventually got through to a person (by emailing HB direct, rather than the IDP address) I was told I had to contact my creditors directly and tell them to contact HB. Which defeats the point of a DMP, rather.

To add to this, I've been told three times that I've been set up for access to online account management, received a supposedly automated email thanking me for my request and saying that it can't be set up 'at this time' but will be activated in the next few days' and then heard nothing more. When I ask them about this they tell me it must have gone to my spam folder. (it hasn't, I'm not an idiot) and then I mysteriously get the same email again.

I asked them for confirmation that my creditors are, in fact, getting paid by them since there's been no decrease in the letters and phone calls from them since the DMP started and I've had no statement of account, although after the next direct debit I did get a text message saying 'we've received your DD and paid your creditors' which is both meaningless in itself, and suspicious that I never got that before.

So, I cancelled the DD and sent them an email to say that I want to see proof that all the money I sent them (less agreed fees) was paid to my creditors each month, or I want it back. That was three weeks ago and they've not sent anything. They've phoned of course, but I want it all in writing (or email).

Any tips?

Thanks