Refusal to remove name from the credit bureau but debt was paid up

<p>I am so frustrated with Lewis stores. We went through a bad patch financially and could not pay the installments. We were in constant contact with the store in Woodstock where the account was opened. January 2016 we were able to pay up the account in full and the monies was gladly received and we even got a paid up letter promising us the the listing will be removed. To date the listing still appear on my wife's name preventing her from obtaining credit anywhere. This is so unfair!!!!! We even sent the paid up letter to the credit bureau but didn't get any joy. Please can someone help or give advise on the next step to clear our names.</p>