Poor Service

Im so frustrated with the service of this company they are so unprofessional,to get a settlement letter it was a struggle the 1st letter i received had wrong information Toyota instead of VW and i questioned that,i had to call several times because the bank details were not included in that settlement letter,finally received the settlement letter with all the info and i paid up and sent proof of payment on the 18th,i followed up because no one responded after i sent proof of payment by email,i called and the person i spoke to told me it will take 7 days for me to get a paid up letter and he confirmed they received my payment but when i check my credit profile is still shows i owe vw,and i did send an email to them before the payment raising my concerned about bad reviews about them not issuing paid up letter and updating they never responded i have all the emails and im thinking of escalating this matter to the Ombudsman because i paid up and they must do their part as they were calling nonstop and sending emails to me i expect them to do the same ,when payment is done because i want to buy a house thats the reason i paid up that debt