Settled account still showing a balance

My account was handed over to Ver-tex solution with outstanding amount of R47703.06. I requested settlement letter from them and received 20% settlement discount. Payment was made via EFT for settlement amount of R38162.45 within 7 days of settlement letter. Two days after ITC was updated and R38162.45 was deducted with a balance if R21 000 owing on account. I then contacted Ver- TeX solution again and was informed that from their side my account is clear and account is paid up. I contacted Capitec Bank and their response was I should contact Ver-tex solutions as the account was handed over to them. Send another two emails after with no response. Now I have informed them that its urgent matter and need some feed back as I have app**** for new vacancy but are awaiting updated ITC before being considered. I am getting no answers and I am getting very frustrated with the lack of service from Capitec Bank. My next step is to contact the ombudsman ...