records not updated

i had a loan which i have paid in full and have the paid up letter. to date their records have not been updated and neither did they update ITC as it still reflects that i have an outstanding account in arrears - when i have none what so ever. when i call the accounts/legal department then i get transfered from one person to another. you get told you at the wrong department they transfer you to the next then again transfered then get told dial 2 then get told wrong department. this is really unfair that i paid my account try to keep a good credit score, but no old accounts has not been updated and in turn i get affected.