Paid up but still showing as active with a balance

I paid up my loan with Get Bucks a few months ago but it is still reflecting at ITC as active and with an active balance. I have requested Get Bucks to update these records at ITC which has not been done as yet. I have also not receive any feedback as to the progress on this request. When i apply for credit elsewhere this account is still showing up as very negative. I should not need to request a paid up letter to prove that it is paid up, Get Bucks should just update it the first time around