I can't find collections on phone

It was good b4 I, was having account with them b4 then they hand me over to the collections then I settled the account Nou they give me problem when I want them to remove me from adverse list on itc I don't know why because I paid all money as was requested so please identity store remove my name on credit barieu because I'm done with you guys.i also write an email to identity customer service they don't respond