Account in arrears yet it’s paid up no help from the department handling my account

I have complained before about African bank debt review department my account remains in arrears to date from may where as it’s paid up I have never got any assistance all I’m told all the time is that the account is under investigation I recently received a statement that I owe 22k which was what I had taken out as a loan and paid it all off when I call I’m told I shudnt call they will notify me when they have resolved the issue but to date this case has not been resolved I’m really disappointed in African bank because I’m out of debt review but now it feels like I’m back to it as even my credit score is bad because of them 😡💔