ITC Update unconfirmed

RCS indicated in November 2021 that my ITC update had been requested and the turnaround would take 21 days. I wrote to RCS again at the beginning of January to confirm if the ITC update was successful. However, instead of simply confirming the update, RCS has pushed me from one department within RCS to the next in an unsuccessful attempt to resolve this. I do not understand why they cannot confirm the update since they indicated it was in progression last year. I have been requested by RCS to contact the bureaus??

Original complaint sent:

"I have R955 in arrears from Cotton On that dates back to 2019. However, I have paid the closing amount to finish and close the account in July 2021. Please can you remove the arrears to reflect an accurate reflection as it is negatively impacting my credit score? To date, my ITC has not been updated and I've been referred to numerous people to try and resolve this without any effect. I have phoned Cotton On and RCS as well as emailed both accounts, however, with no response yet."

Please assist.