XDS staff refuses to do his/Job

I have an account which qualifies for prescription I have logged dispute with xds and their unprofessional employees is refusing to log this dispute as per the email below.

This account was opened on the 23 April 2021 and since then it was never paid meaning on the 23 April 2024 it qualifies for prescription claim so I don’t understand why this thing who rep**** below works for xds or is working for the credit provider because his duty was to contact the credit provider and give them 20 days from today to provide proof of payment ,to check if I have admitted having this debt or if there is any court judgement he failed to do so instead he sided with credit provider I so wish he can be fired for this . was dealing with Tshepo from Splendi <***> and the account was disputing is ***