complaint/Credit score updated and poor customer service

I have had an account with Edgar's since 2015 and last year June 2019 paid the account in full and closed the account and thought they would update my credit score as soon as their system were updated with my payment but i have checking my credit score since December 2019 and there has been no update on my credit score i have called edgars on so many occasions and every single time i am met with the worst customer service ever i called today 05/08/2020 at 16:53pm and the agent i spoke to said that he could not find my account i then proceeded to ask him if he could advise me how could i get my credit score updated and he just told me there is nothing he could do for me and why cant i understand that and he dropped the line when i ask for the reference number of the call I called again after 5 min he picked up the call and as soon as he heard it was me he dropped the line again. I called again because i wanted to get my issue resolved and a spoke to a lady who said she could see my account is closed and there is no outstanding balance i then asked her how could i then get this info updated on my credit report because it still says that my account is active and i am owing more then R4000 she put me on hold for a good 5 min and came back and said that she has raised it off for my credit score to be fixed i then requested a reference number she then said that she will request her manager to call me back tomorrow to give me a ref number I have been working in the customer service field for 6 years now this has to be the worst customer service i have ever experienced because of this lockdown we have now been subjected to poor customer service and to be treated like ******* i am highly disappointed and i now think i will have to write to the ombudsman to get my matter resolved as i do not have the confidence in any edgars staff member to do so i would like an call back from a manager on a way forward on this because this has gone on to long