Hand over status

Hi

I’ve been with with capitec bank since 2009 and been very loya to them, however 2017 I app**** for a loan and I was unable to continue with my repayment because I had lost my job, however as soon as I was employed again I made a point that I repay it, only to find out that my account was already handed over, of which it didn’t make sense cause the loan was paid up already, but now I’m told that the hand over status from my account cannot be removed.

Now my issue is why not, I mean I’ve been a loyal customer for all this years and I paid capitec all that I owe, so why can’t they remove this status from my name