Paid up account was not closed

I received a call recently from ABSA stating that the account settled in October 2018 still owes.

i advised absa that i want to payup my cheque account then close it but the recent consultant i spoke to advised there are no notes on the system that i requested for the account to be closed.

I was told that notes were not made on the system for the account to be closed.

I dont even use the account anymore and its been nearly a year.

Please check all recordings and investigate and resolve.