Useless service

Have an issue with a loan that was consolidated in July but apparently not the whole amount consolidated(because of incompetency) and the amount I paid off did not cover the whole account and nobody told me this until I asked for a paid up letter,,,and found out that is even handed over without even contacting me for payment(of which they are not even entitled to),,affecting my credit record, I made a complain here two days ago and got a reply that I will be contacted shortly till today that shortly has not arrived....and I guess that's what I will get as an answer even now ....thinking of reporting to NCR and the Ombudsman