Account not updated according to ITC

My fiance and I app**** for a home loan but was declined because according to ITC, he has not paid his account for January.

We have proof that he paid and also spoke to their accounts department, who also confirmed his account is up to date.

They referred us to another department who updates their system. We have send numerous emails without any response!

As they need to send us a confirmation letter, that his account is up to date for us to be able to send it in for the home loan.