Paid up letters

My accounts with Woolworths which were, Store card, Credit card and a personal loan was consolidated and paid up in June this year. The debt counselor advised they have issued Woolworths with all the paid up letters some time in August which i have e mails to prove. They have not issued paid up yo ITC to update my details which is negatively affecting my scoring and for me to have a payment profile, further to this i have been contacting them to issue me with paid up letters for all 3 accounts for the past 3 weeks and kept on getting the run around with no certain time frame for resolution. In fact i called them today and was advised they are currently busy with my query however due to work remotely and from home they cannot stipulate when this will be resolved. To me the process is simple close my accounts since its paid up and there are no balances, advise ITC and Experian that the accounts are paid up and they must update my payment history and provide me with the 3 paid up letters. I do not understand what is the hold up for such a simple process. My frustration comes in as well as the clearance certificate was also issued to Woolworths to advise the accounts have nil balances and the consultants were keep sending through the initial paid up letter i sent to them from the debt counselor in stead of the 1 requested from the store level. E-mail trends speak for itself.