NO RESPONSE FOR THE DISPUTED PAID UP DEFAULT

Good day, I have lodged a dispute with TransUnion I was then instructed by one the call center agents to email them the paid up letter because the account is paid up and the credit provider doesn't update that the account is paid up on my credit report. I was then told that the matter will be attended as soon as I email TransUnion the paid up letter and the copy of my ID, when I call to make a follow up I was told that they didn't receive my documents which I then have to send again but nothing seems to be coming alright. I had to resend the email again and again to this email address (***) but they keep saying that they didn't receive my email

My ID no: *** 089 Reference no is Tu***

Please assist

Regards MF Madisha