Paid up letter

I opened an account with Identity during 2014 and unfortunately it did not go so well financially and my account was in arrears. As soon as i was back on my feet i finished paying them off. I have been waiting for my paid up letter till today. I even went to the branch and they called the head office and they told me there is nothing they can do for me, my name does not appear on their system of some sort. I cant apply for credit because i am listed as a bad payer by them. terrible experience.