Pls assist

Good day My mom FH Phuti with identity number *** is experiencing a problem with octogen, when she joined octogen they told her that they are going to hop her with her depts after that they are going to remove her name from being black listed. Now she is done paying her debts and octogen is telling her to get a paid up letter from edgars and when she get to edgars they tell her that they can't help her due to the fact that the account is old. Son ow octogen dnt want to remover her name from black listed