So not happy with silly mistakes from their side dat affects clients

Last week (week of the2nd march) I found out there is a default on my Spitz account, to my surprise I called them as I have never missed a payment n all my payments are via debit order. On their side theres no default but the question remains how did ITC get a default on my name if they did not lodge it. They sent me PAYMENT UP TO DATE letter n Experian informed that they dont work with letter. Spitz must give them instruction to remove the default as they lodge it. Yesterday the 10th march I called again n the lady who helped sent the email to Experian, today I called again to confirm it was sent as it affect my record negatively. I spoke with 3 consultant the first one couldn't see anything on my name n put me through to another person. The second person said the email was sent by the lady I spoke too. When I called the ITC again they asked on which email address n I then had to call spitz again the last lady I spoke too had to ask the supervisor n the response was they only issue out a letter they dont email nor call ITC. Apperantly the was a fault 3 months back that put clients on default, if it was that simple then why is it difficult to remove the default now? Same company but different response, I'm left with the question if this issue will be resolved or not n why list me if you wont be able to remove the error.