Incorrectly handed over by capitec and wont give me paid up letter

I was incorrectly handed over by Capitec about a year ago. They paid up the credit card. I have this credit card showing on my credit scare as in arrears. They have promised to fix this but it is still there. All I ask for while you are fixing this Capitec is to give me a paid up letter and close your cared. For a year now I have been requesting. The branch is doing all they can but head office keeps saying they are trying.