No paid up letter for a loan that has been paid for.

Good morning, I had a loan with Capitec and was handed over to another company since 2019. The loan has been paid since 2021 and Capitec bank said I should contact NCR to clear my name and Capitec’s system and get a paid up letter. NCR does not pick up now I still have a bad record under Capitec even though I paid in full,please help me or tell me what to do cause it’s destroying my name and record.