Dispute not being closed

I’ve logged a dispute with them on 12-11-2019, the same day I phoned them and asked them to close the dispute. The dispute has still not been closed and because of that I can’t get a vehicle financed, which I urgently need. I’m a single mother with two small children and need a vehicle. When I got a bit upset today after being told that it will be escalated again I was told that there’s nothing that they can do I need to be patient.