ABSA BAD SERVICE

I had an issue with my personal loan after i went on debt review and it was never added . when we came off only to find out Absa was never paid, long storry short after 3 year of struggeling to get someone to assist us that i can pay the account and get my name cleared and loaded a complaint on halo peter someone only contacted me with the name Zanele.Mosae and said it is fine we can arrange for me to pay them, we aggread that i will make the first payment of R200 on the 25 June 2019. And i send emails requesting if i can make bigger payments to get it settled, on the 25 July i made a payment of R1 500 and by the first week in August i made a payment of R7000.00 that was reversed after i few days. When i finially got hold of Zanele.Mosae to find out why, she told me the account was closed by their insurance and loaded on my credit profile they closed it due to lack of payment. I then requested a letter to show the account is closed and she told me it is not a problem ( this was 1 August 2019) will take 5 working days - today she phoned me back and said they can not give me anything as it was not closed due to it being paid up. How does this work and after how many attempts of trying to get my name clean now they can not even send me a letter to show its close so i can try and get my name clear again . NOT HAPPY