Absa account settled but still outstanding on record

I paid up my loan account with Absa Bank. I received a settlement letter on the 30th October 2018. My account is still showing on the credit report. I emailed them 4 months ago regarding this paid up account. I received an email dated 15th November 2019 Re: C-***1 Acc. No. *** to say that this matter is closed. I have forwarded the settlement letter again as it was paid up 14 months ago. It now January 2020 and the amount of R24965 still shows outstanding for 9 months. I’m really confused how this matter was settled as their email to me. Really annoyed that I’m still handling this matter for the past 14 months.