Disapointing service

I have sent numerous emails to *** and ***, but havent received any assistance with regards to my query. On top of that, the consultant who gave me the email address on the phone was very rude and condescendingly spelt out the email address, as if it was my fault that I had sent correspondence to the wrong address. My loan was paid up on the 23rd of April 2020. Why is it still reflecting as unpaid on credit report, its been well over 5months to update my profile. If not, why am I not getting any clarity and response to my emails???