Disappointing service again

This is the second time I am writing to complain about capitec for the same thing. Last year my husband settled his loan with them but he was already handedover capitec did not send him a paid up letter neither did he clear his name. So after I have lodged a complaint they send him the letter but did not clear his name now he goes to the bank every week to check on his status updated and they tell him it's not done yet he is stuck and can't to anything because his credit rating is affected by this and one of the reasons he paid and settled capitec was so that he will not have any debt but capitec is refusing to clear his name although he paid all their money. This is draining both emotionally and financially because he needs to traveling up and down for this