paid up letter.

My RCS Account was consolidated and paid up in full by my Debt Counselor. i have requested numerous times now on mail for this group to update my credit profile on ITC which reflects a balance of R4541. To date i have not received any correspondence accept that every time i call its a new story and new department within to contact, It was also advised i now have a credit balance which they need to refund and require a 3 months bank statement, then they further advise that i never requested for this account to be closed that why its still active on their side, only after the credit balance is paid and i request for this account to be closed can they issues a paid up letter. They cannot even assist to confirm if they sent through a request to ITC to update mu payment profile.