Credit report still shows the account as a default

Still waiting for an email response from the team. I've long been enquiring with the team about my ITC report which it hasn't been updated by the provider. I requested a paid up letter on January which i did receive but now I'm starting the forth month without any changes. Fine, i called the customer care day before yesterday and they suggested that i must right an email to Legal Collection for enquiry. I'm very impatient as this is starting to annoy me. May i please get an agent to call me and explain what's taking so long. I've been promised that my ITC will be updated.