No update on Credit bureau - bad credit record

I have been banking with Capitec for the last 7 years I have a laon with them an have never missed a payment never paid late so this is totally unacceptable. My credit profile have not been updated at the credit bureau office and therefore I now can not get a credit card limit increase of R2000.00. I spent over an hour Friday last in Capitec bank an they were off line as usual. Firstly they did not give me all the correct information and I had to go back. My credit profile needs to be updated ASAP and confirmation letter send to me that it is done. This is really the poorest service I have received from Capitec bank.