Not updating credit record

I received my credit report and found out that MBD isn't updating the credit report despite me adhering to the arranged payment with them. I contacted them regarding this and the first person I spoke to stated that it only gets updated when the account is settled, despite a clothing account I had was settled months ago and still present on the credit report. When this was bought up the line just dropped, why is that. I phoned back and this time they stated otherwise and logged a request, still no feedback on that request. Despite all of this since the clothing account was settled, despite me asking them namouras time for the settlement letter , I have received nothing.