Failure to close off account and handing me over to the attorneys

Capitec handed my account over to the attorneys when I thought I had it settled. I have the paid up letter but I still had an outstanding balance, don’t know how, now my score is affected. I feel that this is abuse and it is unfair because according to my knowledge I had the account closed 6 months ago. I even went to Pretoria branch around September to have this matter sorted but clearly it wasn’t. I am deeply disappointed in Capitec.