No help from anyone in Cell C

I have been trying for the last month to get a payment that I made to Cell C to be updated on my credit record. I have called several times and each time I speak to an agent I am told that they will escalate the matter. I've even sent an email to the collections team on 11/10 who said they'd reply within 24 hours, I have yet to get a reply. No one can even hell with a settlement letter!!! This is negatively affecting my credit score and no one seems to be able to do anything other than escalating!!!