Settled account

I settled an African Bank loan on the 10th March 2016 Via Shrives Incorporated which on the 22nd of March I was given a paid up letter . I then called the collections call centre to inquire about the loan being closed I was advised that its still open . I was advised to send through the settlement letter , proof of payment and paid up letter to Lmpande@aficanbank [URL Removed] which those documents were sent . I did not get a response thereafter , i then called the call centre to find out if the documents were received and i was told by the agent it was received . He then respondend on my mail that he had forwaerd the documents to the correct department . It was not enough his response as I have adebit order going through on the 25th for this loan and its settled and I also want my ITC profile to be updated that the loan is paid up . I cannot afford to make another payment on the settled loan this is such inconvience . Can someone take a initiative to help me