Simple paid-up letter stress

I had a 2 year contract with Multichoice where they offered me an Explora. This was in 2015. The contract ended in October. However I visited my bank recently only to find that I appear on ITC as having a debit order of R1600 to Multichoice & owe them the same amount. Also appearing is my subscription meaning I'm the only person who pays about R2400 to Multichoice every month. I called on the 6 December & was told the matter would be escalated & I'd get feedback within 24 hours. The feedback was supposed to be a paid-up letter. However 24 hours passed with no response. I called again on 8 December & was told the matter would be escalated & should receive feedback in 24 hours. Again, no feedback. I called again on 11 December & still the same response. Once again, absolutely no feedback. Since I'm in need of credit ASAP I called again on 13 December & the company had absolutely nothing new to tell me. They haven't even attended to my case. It's not even my fault that the information on ITC is so wildly inaccurate yet this company just Will not do anything to make it right. Never been treated so horribly by a company (I thought) was so upstanding. A simple paid-up letter should never ever take this long.