Letter of no arrears

Hi there, I'm frustrated. I have an arrears amount on my personal loan of R11. I've paid this amount and for the past 3 weeks I habe been trying to get a confirmation letter which i can send to credit bureau so that my profile is updated. Now the consultants at Sanlam daily tell me things like "it's been sent" or "I'll ask my supervisor/manager to help as I am not able to on my side" or " I've escalated it for IT to assist because it gives an error when i try to send it" is this fair? How can I get help please