Disgusting services

I finished paying my account in February 2015, i called in to the accounts department requested a paid up letter and remove my name on the credit bureau ,i was told that within 21 working days i will receive my letter and be removed from the credit bureau until know nothing has been done, when i call they keep on taking my email addresses i don't know how many times,i called in today spoke to Letlape informed me that the is nothing that shows that i requested that on their systems, he took my email as well informed me that i must wait for 48 hours ,i have already waited long for this query to be resolved know i have to wait again.