Capitec refuses to remove 11 year old prescribed account for their system

Please advise as to why a debt that has been prescribed 11 years ago is still reflecting on Capitec bank system. I have contacted Capitec numerous times and I was told they do not remove a handed over account from their system. I was even told by a consultant at the Pavillion branch to think back 11 years ago as to why I haven't made payments on this account. I was even asked if I didn't have the money to pay or if I was unemployed. He was were rude and questioned me a lot about this prescribed account. He told me I should have paid the prescribed account, now that it's handed over. Capitec will not remove from their system. As per the prescription act 68 of 1969 this debt is prescribed ant is not eligible for collection.