Not Doing Their Work

Good day.I was cleared in May from being under debt counselling and got a loan at Capitec and then in August it showed that I am under debt review again on Compuscans side.I emailed the clearance certificate and all the documents to Compuscan to remove my status as being under debt review in September and last week found out that it was not done after I was told that it will take 5 to 7 working days.This is unacceptable,as I cant even buy a car.Please assist.