Bad Customer service from First National Bank

Paid up a personal loan I had with FNB, I've been calling them for the past 2 months to have my name cleared with ITC. Every time I get to speak to a consultant I'm transferred from pillar to post. Some days all I get is the voice automation and then I eventual I get cut off. All I want is for FNB to confirm that the debit is paid up and for them to update the information with all the credit bureaus. Why has this become so difficult to resolve.