Paid Up Letter

Good day I had a Standard Bank Bluebean Acc. The account have been paid up in 2019 already. The account have been at collections. I've been struggling to get a paid up letter from since November 2023 as the account still reflecting on my credit profile.

Is it so difficult to get a paid up letter. I have been sending emails and numerous calls where I have been put through to many departments without any help.

My account nr: ***5 My cell : *** Name: Natalie Ronale Martin.