paid up account - bad service

I am very disappointed with the service am receiving from the Company. I had a Jet for years and settled it in 2017 . To my surprise the other day a got hold of my itc report only to find out there is an account listed which is 24months in arrears, upon my investigations these is the very same account a settled in 2017. I called Brooksluyt and spoke to Thabo Lebaka who was very helpful and requested that I should send the paid you letter to him, so he can forward it to the relevant department for update to be done. He did help and called me days later to update me on the progress. I then received an email from his supervisor(Teboho Masimong) who said they are investigating. A week later I called him and he informed me that the lady who has to update my profile according to the paid-up letter is off sick. Days later I requested an update Teboho Masimong informed me there is no update to be done by them. I feel so helpless as I these is affecting my score on ITC. Someone is not doing there job and I find is unfair. I hope you will take action on my complaint as soon as possible. Thank you.