the worst choice ive ever had to make

I have been paying a loan with an African bank from 2016 September until the 30th of November 2022 when I visited your branch in Mindrand boulders on this date it was confirmed that I had paid off my loan and credit card which was a relief. The lady who I forgot her name advised that she will send a request for settlement letter which till to date I have not received. I personally also called asking for this information but nothing. I have previous queries logged on hello peter regarding my loan payments and credit card requesting that you call me at a specific time.Today on the 25th of April i get an sms to say my loan account is in arrears and i should submitt docs,how is this possible? There only reason im I'm presenting my case here because I want to complain to the credit ombudsman because I'm tired of you.