Listed on ITC unfairly and they are not forwarding clearance letter to ITC

In November we app**** for finance for a vehicle, surprised were we when we found out Virgin Mobile had listed us on ITC. The 2 year contract was cancelled telephonically they did not cancel the contract, but instead put us on a month to month basis which we were not aware off as no payments were presented to our bank account for continuing of the contract and no service was received from Virgin Mobile for. For what service were we being billed for? We paid the debt collectors in full and were told by Refilwe Mmusi from Virgin Mobile that the clearance letter on the 27th of November 2017 will be sent to ITC to clear our name and it will take +_ 21 working days for them to clear our name, today 03/01/2018 after 24 working days ITC has not received the clearance letter from Virgin Mobile. The clearance letter from Virgin Mobile clearly states that "WE HAVE REQUESTED THE BUREAUS TO UPDATE THEIR DATABASE". When I called Virgin Mobile they firstly told me that I was suppose to sent the letter to ITC myself, I then spelled it out to them that the letter clearly states that they have requested the bureaus to update the database. Secondly I spoke to the Supervisor Kelebogile Mosikare from Virgin Mobile and she said its not 21 days yet, I asked her to count again as it is 24 working days already if the letter was sent to ITC on the 27th November 2018 as stated by them, Thirdly I've not received any reply from Virgin Mobile yet and they are unable to tell me the date and time the clearance letter was sent to ITC, Can I as a consumer forward letters to ITC as a consumer and request removal of my name from ITC even if the letter is from the service provider?