Prejudice against because of multichoice

We were trying to purchase property and my received her credit report which reflects a itc listing from multichoice. We called multichoice and was informed that the account that was iniatially behind was settled in full on 1st August 2016. On Tuesday the 13th We then requested a settlement letter and also to be delisted by multichoice. We were promised a paid up letter within 48 hours. It’s now Friday the 16th and this paid up letter is still not forthcoming even thou we have called everyday since the 13th. It is my understanding that when a creditor list you on itc that have to inform you first that you behind on a debt, we were never informed we behind with the decoder payment plan. We cancelled dstv and when reconnected only then we found out we behind and we settled the account immediately. Multichoice never bothered to delist since 1 August 2016 and now we are unfairly prejeduced against. Since we lodged this complain on the 13th we never received any correspondence from multichoice informing us that they are dealing or attending to this matter. For a big corporation we are so disappointed by this disservice.