********** account opened, system status not updated 2years later

A ********** account was opened sometime 2017 in my husband name who is Mvuselelo Ndumiso Sithole ID ***, he reported the matter and he was told that the matter will be handled, it was then confirmed that indeed it was *****, a letter stating that was then emailed to cellc store keywest around that time, he was also told that it will be removed from their system that he had taken a contract with them as it was ***** and it was confirmed, today being the 15/08/2019 he went to the cellc store keywest trying to take up a cellphone contract but then the salesman told us that the ********** account still appears on their system, he tried calling the ***** department which was talking him from pillar to post as the ********** matter appearing on the system is blocking him from getting a new account, we letting the store without the matter being resolved as one one is willing to assist with the matter and therefore without us having an answer to the contract application not being able to be processed, this is not fair as the ***** was ought to be solved out in 2017 and updated on their system but 2019 he is failing to get a contract was the system was updated removing the ********** account.