ITC account not updated after cancellation and account paid up

I am currently going through a process of buying a house and have realised that a contract that I had with Cell C is still listed with ITC companies.

I have paid up the contract on the 20 May 2020 in order for the contract to be cancelled. The contract was cancelled as a result of the payment cancellation made however even today this contract still reflects at ITC as though I am paying the contract.

I have made several attempts to contact Cell C to request for a paid up letter however they are giving me a run around. I made cancellation with their cancellation department and have obtained the amount I was required to pay from them and now they are telling me that I need to contact legal department for the paid up letter. I emailed legal department using theit collection email and their admin department regarding the matter. Legal/collection department came back to me and indicated that my account was not in legal as it was not in arrears as a result they cannot give me the letter.

I have called the customer care again of which the consultant told me that they needed to investigate, as to what I do not know cause they can see that my number has now changed to prepaid after cancellation of the contract. I requested the manager's assistance in this regard and somehow our call got hang up before we could speak. I tried calling again without success.

I am very frustrated right now esp. because I have never defaulted their account and have even paid it earlier before the contract expiration. Now when they are supposed to clear my name and release it from ITC it seems to be a problem, they dont know who is supposed to assist me.

Firstly my account at ITC should have been updated when I paid it up but they didnt. Quite frustrating esp. when you have been a loyal customer and find yourself in this situation.