I had the same situation with them. There was one late on my CR from 2/2002. It was due in part to my request for forbearance being granted after the due date. However, I called recently and spoke with a CSR who told me to fax over the information and she'd have it removed, especially since that account had been closed for some years and I had refinanced/consolidated it with a new loan which has never been paid late. I got some garbage response that they needed more information that was already supplied to them.
Needless to say, I called and got 8 different reasons for why they wouldn't do it. I told them they had already agreed to do so. The guy wouldn't budge and told me to "not shoot the messenger." I asked to speak to a supervisor (the one telling him what to say) who was flat out nasty and for no reason. I took but so much of her attitude until I just snapped and let her know she had screwed the wrong woman. I also let her know she had not heard the last of me. In all my years of dealing with them (13) and because of a mishap with my forbearance request, they could not delete one late payment from my CRs. I was ANGRY!
Lo and behold, I check my reports a week later and the late was updated to paid on time. Why they put me through all that nonsense, I cannot tell you. But I was not going to back down. Don't get me wrong, I am very grateful that they put it in satisfactory standing, I just don't like how I was treated.
