Paid up account but still not removed from itc

I had a account with Jet and paid it about 3 to 4 years ago, and even got a paid up letter, last year I wanted to buy a house and I couldn't because Jet has not removed me from Itc and I called the and asked them to remove from the itc because it is affecting my report and they promised they will remove me and till to date they are still removing me. Firstly their service sucks they sent you from one pillar to post and their staff are not professional this morning I did a pre approval to see how much I can qualify for a house and to my surprise on the itc report it still shows I owe Jet, that is absurd and in professional I tried calling them to request that they remove me from itc still I can get hold of a person who should assist me I have been sent from one person to the other I need assistance what route should I take to get help