months of not updating payments on credit bureaus

I owed Vodacom R9,155.36 and was handed over to VVM attorneys. Carelessness on my part changed banks and contacts and debt accumulated. Been paying diligently from July 2019 and finished with the account November 2021. Vodacom refused to update any payment progress with the credit bureau until payment was complete. Whats worse is that according to Vodacom I am paying an instalment R8862 and this hits on my affordability. It has been 3 months since I settled the account but they will not issue a paid up letter because my account has been archived and according to the Vodacom consultant I called , she does not know why. she promised she'd get back to me and did so once and I never heard from her again nor was there a resolution. I just want to know for how long will I be held at ransom for a debt I payed because its affecting so negatively on my credit report. am I supposed to escalate this to an ombudsman before getting the necessary assistance.