Poor Customer Service and Lack of Follow through

I settled an account in the beginning of October and was told that I would receive the paid up/settlement letter the following week. I have been calling for weeks being told the account is in arrears yet the company's very own self service Bot Ntombi can pull up the account with no outstanding balance. The consultants Nikish, Olebogile, Sashni just to name a few all provided appalling service promising to escalate the matter and get back to me but none of them did until today. All I want is my settlement letter and the account to be removed from my credit report which Nimble has not provided any update on the account to Experian since September. I feel like the Ombudsman is the next step.