NO UPDATES DONE ON ITC

I had two loans, paid one up last year and the other one this year. The one from this year has already been updated - imagine the shock when I saw on my ITC report which read I still owe the one from last year and here I am sitting with two paid up letters. I have called, emailed - no one seems to know what is going on. The customer service is also very bad - no people skills...no one is ever interested in your query, it's like they are basically just doing you a favour instead of providing you with a service. This is very disappointing because as a bank - you should be the first to know that a good ITC record is crucial. Please rectify this!! Its been almost a year now!!