Paid up loan still active

I had a loan with Capitec which was handed over, I managed to pay it off a month ago and received a settlement letter, to my surprise today I was told that loan still reflects active on their side even though it was settled a month ago. Had I not checked with them, this would remain active till when? I sent an email to their debt review team and received a reply back saying a consultant will be with me shortly, it has been over 3hours, and I have not received any communication.