They can help the client on the Agent matters

I have one account from Absa which appearing twice on the credit record, I did contact absa to send the updates to Transunion which they did, Transunion can help me to delate one account and they are telling me of 14 working day, I told Transunion to help me as the account is blocking me to apply funds with the bank to arrange for the funerals as the matter of agent, still they don't want to help