Bad service no correspondence from the bank

I have settle an loan account on the 12 an up to date no instruction from the bank is given to transunoin to update the ITC record phone ITC to ask information to send the documents they say the bank must give the instruction phone the bank they said they look in to it Thursday I phone ITC nothing is received phone the bank on the 21st the lady at the bank say no payment is received after it was mail from the atterny on the 12th and confirmed that that the amount is paid in full to be able to get a settlement letter