Unprofessional Service

The service from Sanlam Credit Solutions is ridiculous! I have been dealing with the Teamleader Kathleen Booys for almost 2 months now with regards to a listing that was removed by Vericred that's still pulling through on their end which is affecting my credit score. As per Vericred the issue is not on their end but Sanlam Credit Solutions. Everytime is request an update from Kathleen she refers me back to Vericred. According to her she escalated the issue to them but they confirmed that they have not received any escalation... so who is lying here?