ITC update

I paid up my dstv that was on contract but on my ITC still showing as owing, and it affecting my scoring I have been begging them to laise with ITC since it affecting my scoring from August 16 I paid the account in full but still now it not updated I phoned transunion they said I must get that and email address that was used ,Shamon the supervisor told me she can not see when it was sent then gave me Ck no .and Transunion said they can not used CK number ..m so tired with back n forth