7 years to remove ITC block

I paid up an account with MTN in 2011. I went to MTN on the 1st February 2018 and they could not help me with a contract as they indicated i have a block on my name from this firm. I called the firm on 2nd February 2018 to rectify the issue and the block to be removed from my name only to be told that this will take 21 working days. This is pathetic as i had paid up my account in 2011 already. 7 Years inbetween and i still have to wait 21 days to get a contract. Why was this not removed 7 years ago. I called there office this morning, 6th February 2018 only to be told that my request was sent to MTN and that they can only do a follow up in 7 days time with MTN. This is an embarrassment on my part as it seems like i have not paid my debt. I am very disappointed in this whole issue, there attitude in not trying to assist and the time line of how long a customer needs to wait.