6 years later and paid up account still listed

I settled a Standard Bank account with NDS 6 YEARS ago already but the account is still listed on ITC! I have been calling but no consultant picks up the calls AND I have sent you emails regarding this but no response also.

I need the paid in full letter sent to me via email AND for you to notify the credit bureau that this account has been paid in full and should be removed from my credit report.

This is very URGENT , something that was meant to be done 6 years ago all ready.