Bad service from agents and Hollard funeral policy on my ITC records

In June i called Hallard pleading with them to remove their name on ITC, a letter was sent advising that they will instruct clear score to remove it, till today nothing was done, i called this morning 1st agent dropped the call, i spoke to Busisiswe who also dropped the call, i spoke to Lebogang early on the morning i requested to speak to the team leader i was advised they in a meeting and they would call back explained the situation and was advised she will log a complain, i called now spoke to Chriselda Motsweneng who rudely asked me what did i do with the letter, it is not my job to update ITC while hollard chose to include them selves on my ITC i requested to speak to team leader was advised they not available nor any manager, i am not sure why should we receive such treatment, i am one of the loyal customers and never defaults on my funeral policy but my life cant go on because Hollard is appearing on my ITC, this is not an account its a policy i dint want to se it on my profile