Finchoice refusing to remove a listing with the credit bureau.

I paid up the account i had with Finchoice on the 20th of December 2018 and was advised that a request for listing removal was done with the credit bureau was done on the 21st of December 2018. When i phoned both Transunion and Experian i was told that the update request has not been done by by Finchoice. It is very disappointing on how this company has treated me from the day it was brought to my knowledge that a listing has been made, i called the department several times of which they did not know where to direct my calls. The company they have claimed to have handed my account over to which advised that the account has been handed over to finchoice. I spent hours on the phone with them with no resolution. I have now made a request to Finhoice regarding the listing removal and they are refusing to tell me as to which email an update was sent and this is the information which is requested by the bureau in order to remove the listing and update my score. i have never been treated so unfairly like i have with Finchoice.