Recovery

i had a recovery on a vehicle that was involved in an accident in 2017 and insurance didn't pay out. I paid out the money and received a paid up letter however this was not updated on the credit bureau, I called the recovery department and various emails but there is never an answer and I lodged a complaint and received a reference number, they called me the following day and said it would be cleared within 3-5 business days but after checking this was not done. I then called the complaints department but the person helping me is never available.