Bad service

I settled a loan account with capitec bank in December 2018 but there's still an outstanding balance reflecting on my app. I then visited one of their branches and was requested to get a paid up letter from the company that it was handed over to, I have since emailed that paid up letter which I had requested from January but only arrived on my email just last week. No feedback from capitec bank whatsoever,nobody has got back to me. This is appalling and worse my credit record is on the line.