Standard Bank not updating ITC records

I have been trying for months to get Standard Bank to update my ITC records. I settled my account in July 2019 and Standard Bank did not update my ITC records. I enquired in October and sent through all the necessary documents to *** and got the obligatory auto response message as well as a mail referring it to a MR. Thabo Mcube for action. Well I just phoned to follow up on the process and Standard Bank could not find anything on their system detailing to my request. Could someone please assist, as this is reflecting negatively on my credit score. How can something as simple as this take months to resolve? I doubt Standard Bank cares all that much about customer service.