Experian are not Clear On Score

I have tried to remove a Debt Review flag that is appearing on my wife's ClearScore/Experian records from August 2018.NCR confirmed that they removed it on their side.Form 17 was send out to all Bureaus.Records were updated on 29/03/2012.We checked on Clearscore and it reflects that she is still on Debt Review.Her ID number is ********** 108085,CC Malgas.Please assist.Thanks George