Compuscan Ignorance

I have been trying to help a friend inform compuscan that his accounts have been paid in full.

He sent an email with all relevant docs on the 16th of January this year, again a few days later.

No response, no reply no reference number nothing just complete silence and calling them is also a mission unless you have lots and lots of airtime.

Has the dispute process changed if so what is it. This is really pathetic.