Extremely poor Service or should i say no Service

I have been trying to update paid up accounts on my credit record. Absa and Experian have been Extremely Poor in firstly getting back to me. litrally the maximum time for any feedback or just no feedback. the latest one if the icing on the cake. Absa Have been paid in full or so there loans department claims. however when trying to get this updated on my record or the paid up letter i now get told i still Owe 700 +/ - on the account. Firstly this was on a debit order. So how it is possiable that absa just decided your done paying called me notified me and then just never bothered is a joke. This is now the 3 year after the loan was settled and nothing.