No Assistance from Capitec Bank and credit record has been damaged as a result

I had Access facility loan with Capitec and paid it up last year October 2023.I received a paid up letter after paying it in full.This year in January 2024,I then learned that there were arrears accumulated after paying it up and I have been handed over.I have communicated with Capitec through several channels trying to sort the issue unfortunately there was no assistance.This is affecting my credit record negatively,However I have stated to Capitec that I can pay the accumulated arrears but they do not want to assist me.Please Assist.