Wrongly listed on the credit bureau- RCS

I am paying customer for RCS and I picked up that they registered a default on my name at the Credit bureau. The id number used is not my but somebody else. I called their call centre and they told me to send an email regarding this issue which I did. The email was sent to them on the 05th of November and I received confirmation that they received my email.

I then gave them a call today the 10th of November and they still advised me to resend the email. Their customer service is so bad as they were supposed to prioritise this issues as I am currently a paying customer. The lady that was helping me was not willing to get a senior person to come and assist me as a frustrated customer. Her name is Ayanda.

I just want to pay off this account and never use RCS again.