Capfin - not updating paid up accounts

I paid up my Capfin account last year October. I tried now to get another loan but got told it has been referred to the credit department. when I phone I am told it is because of this loan that I paid up. I sent the paid up letter twice already and when I call I just get told they cannot confirm when it will be updated. WHY? Surely you should be updating people's records as soon as they are paid up - why is up to me to send a paid up letter - don't your departments talk?