Debt review status/Hand over status

Dear Capitec Bank,

I am writing this review because I am sad with how things are handled internally@(Capitec Bank),I have contacted your Collections call centre many times without getting help, in 2018 my personal loan was handed over to Capitec Bank attorneys. Koegelenberg Attorneys because I was in hospital by the time, came back made arrangements with attorneys paid installments monthly until I settled the Personal loan. The reason I am now writing this is because the attorneys have provided me with paid up letter directed at Capitec Bank I have send the letter to Capitec pleading for the removal of HANDOVER STATUS since I have paid off the debt fast forward Collections is now telling me that they want a clearance certificate because it reflects as if I was under debt counseling. I have never been under debt counseling I do not have a clearance certificate with me only have a paid letter that I have forwarded from your allocated attorneys. And the call centre staff need to learn Creative problem solving emphathy and emotional stability to improve the number of happy customers and one last thing My credit rating is below average on Capitec app and from Experian is Great but the disclaimer says Capitec Bank takes information from Experian kindly look into this matter and assist .