Terrible service for a 13 year old account

I have experienced terrible service from African bank. I have logged a complaint last week as well and they just dont come back to me to resolve it. They have listed me for a account in 2005 and put a 360degree on my credit report stating that i can never in my life make use of them again. But in 2013/2015 they granted me a loan which was fully paid and am also still listed on my ITC. Guys please remove both my listings because when i go to a branch they are able to see the old 2005 account in the archive cases and tells me all the time that they cannot remove it forever.