Send from pillar to post with no resolution

My wife loaded a complaint about African Bank yesterday not removing us from ITC since we are paid up in September, all other debtors has done it except for African Bank. She was contacted by a very nice lady and the query was escalated.<br> A sms was received stating that the query will be resolved by 5/2/2016 and reference number ***, was given.<br> About 5 minutes later a second sms was received:<br> your generic enquiry request has been resolved for Acc Ref/s ***,***,***,***, *** and the ref ***<br> We called the number provided to find out whether this means that our names has been removed and that our credit report is clean, but client services could not help me saying I need to send the payed up letter and I should call collections. Collections could not help her saying that they cannot trace the last reference number client services has to do it. Suffice to say she was at that stage very upset, our names was supposed to be removed from ITC +- 30 days after the payed up letter was sent out by the Debt counsellor and it was not done by African Bank.<br> we need confirmation of the removal on ITC immediatly