Disgruntle Client

I lodged a dispute with Experia regarding a debt that is older than three years, requesting that it be removed in accordance with NCR guidelines.

However, when I requested a formal letter confirming the removal of my name, the company in question asked me to provide additional information. My concern is that, if we are encouraged to log such disputes directly with Experia, why is the company not liaising with Experia to resolve the matter internally?

I kindly request clarification and assistance in ensuring this matter is handled correctly.