Account on ITC

My account was used not sure how as I didn't use it. Consultant suggested that I send I send affidavit to declare that I did not use the account this was Dec 2022. Mid Jan I sent it and Mar I decided to go to the store as I realised that I was still getting arrears msgs and now I can't apply for a car cos of ITC....have been to the store more than 5 times sending emails and call centre just puts on hold....I need to have my ITC cleared soon as I need the car urgently..m disappointed by the service...this is unacceptable