Prescribed debt - Creditor refuse to remove debt

I am not able to purchase a vehicle of which I'm in need to travel on a daily basis. My debt is prescribed for quite some time and Vodacome is refusing to take same off my credit report. I have contacted the customer centre and no one could direct me to the correct person or provide proper information I required. I got frustrated and upset because why is the customer care available for customer if they can't even assist with small information required to make contact with the Management department that will be able to assist me. Didn't have satisfactory service. After some proper effort from my side,I have managed to get proper email / contact details to approach them to let them understand the situation and if they do not cooperate, I will have no other option to report them to the Ombudsman. Hopefully they will respond soon to solve this matter, because I've been struggling for quite some time with Vodacom to provide me the correct information. I require the debt to be taken off my credit report and a written letter that same is done accordingly. I am not indebted to Vodacom. Kind regards.