Vodacom does not want to erase their account on my credit score

Good evening I paid off Vodacom account and requested my letter of Settlement however Nomfundo Gavee promise to send through and she did sent the settlement later now it has been a month now the vodacom doesn’t want to erase their account on my credit score and I therefore edge all that have Vodacom account that they will regret having a contract with Vodacom. I have been requesting Nomfundo Gavee to clear their credit from my score which now I paid them and now I’m prejudiced by Vodacom due that I can get any credit from other stores. My Name is Ngwenya Simon with ID no *** and Number *** and Experian said I should contact vodacom to inform them herein. So please Hellopeter help me about the **** so called Vodacom