CSS Enquiries

I have been back and forth with Capitec to close a loan account which has prescribed since March 2021 and received a letter on the 15.09.2021 however todate my account has still not been closed which is picked up by the credit bureau every month. I called the Call Centre and CSS departments who sent me an email address which is returned. I am very disappointed and frustrated as 2 colleagues with another bank did not have to go through this absolute disregard from their bank.