Lack of customer service

I have sent a written complaints to Standard bank directly to two staff members who were working on my query under reference number ********** 821 but they never responded. On 22 November 2017 I provided my details to standard bank so that they send information to the credit bureau for a facility which was paid off in August but still showing as in arrears. They assured me that information will be sent to the Credit Bureau in 7 to 14 weeks. To my surprise I pulled my credit report yesterday but the facility is still showing as outstanding. This is very unfair because it is affecting my credit applications and the interest rate I am getting from banks. In addition If you write to them like I did yesterday ( a copy of email available), they do not respond. The only respond if a query is logged via hello Peter. I am angry and Sad on the attitude shown by the bank in solving this query.