clearance on credit bureau

I logged a clearance on the credit bureau in 2017-10-10. Later on 2017-12-06 i was told that my query was submitted to the wrong department, and again today (07-02-2018) i sent an email to query the status of the Ref number: ********** ********** 26, i am being told that it is still submitted to the wrong department. This issue has affected my status badly i cannot even apply for credit on anything. When i called i was holding for about 30 to 45 minutes multiple times with no success.