Thabang Nakene Legal wont contact me after sent message and even after colleague intervened

Thabang Nakene from fnb legal recoveries wont contact me after i sent a message on the 4th June at 14.16pm and even after colleague intervened on the 09th June at 10.32am. this is regarding an account which is fully paid up and needs to be taken off my profile, but still hasnt. what is the hold up? and why you still kepping the interest running on the account. this cannot be correct. im really not happy. please rectify and update experian. the one that Sibongile Khowa did was an immediate transaction. (thank you very much Sibongile for your assistance.)