Absa Credit Card

Good day Greetings to you on the 22 July 2019 I received my paid up letter in regard with my Absa Credit Card however I emailed the collections department to say that my details has not yet been updated and as per the email I received was that they going to send my details to be updated with the beaurax however yesterday(23/03/2021) I logged onto Compuscan and I saw that I still owe Absa the full balance outstanding and that I am 7 months in arrears this is really affecting my credit score as I sincerely asked the gentleman in the mail to update my details accordingly as per clearscore it also shows the account is active with a R1.00 balance I know it is supposed to be updated with a symbol(C) that it is cleared.