Unable to assist with basic information

MTN very quick to submit default listing via credit bureaus, but when you pay account in full, and stay up to date for 3-4 months , then they are nowhere to assist with information to uplift the default status. I was requesting for basic information, such as the mail recipient to whom the request was sent to at the credit bureau , and date of request. The credit bureau requested for this info in order to assist.The legal department, collections department, no one can give me this information, although they confirmed that the request was sent about a month ago. Im being sent from pillar to post with reference numbers, and phone calls bear no fruit. I am disappointed with the level of customer service, considering that I've been a loyal customer of MTN for quite a number of years .