Capitec listing prescribed debt on credit bureaus as active accounts

I had a loan taken out in 2014 which I unfortunately could not pay in full due to certain circumstances. Capitec prescribed the loan and sent me prescription letter. I forwarded the prescription letter to the credit bureaus who removed it. Early last month I noticed the loan was again listed on my credit reports as active. I sent numerous emails to Capitec but only got automated responses. Last of last week I went to open a banking account and activated your banking app and there on my list of accounts was the prescribed loan listed as an active loan. I NEED HELP from Capitec as it's obvious I'm not going to get any assistance besides using this platform