Settled account

My partner settled their (Absa) account on the 18th April, until today they're failing to update her credit profile. They have proof of payments, and MBD(collection agency) even refunded us R1000.00 claiming that we paid more. Since 20th of April they have been sending us from pillar to post, no body knows what they're doing. They dropped our calls or put us on hold until we give up. They are just pathetic, horrible bank to deal with. Now we're stuck because of this excuse of a bank.