Absa unplayable atm loan

I took an atm loan on my absa savings account when it was active in 2017 but the bank never took back it's money while my account was active . This year I decided I want pay all my debt but the call centre , branch and absa's credit bureau( C-***5)was not of help. At a branch they told me my account was removed and I can't pay my account which means it will forever be on my credit record . Please Help so that I can pay and clear this loan from credit score