Status removal

I am so disappointed in capitec, I had a loan way back and was handed over. I paid it up last year May 2022. I have been struggling with them removing from the handed over database. Every time I call them I get told a different story. I have sent the paid up letter more than once now. Today I was told I have to resend it and ask for status removal which doesn't make sense as I have sent it. It just frustrating that I had to wait for a year to be removed and after that I am told to resend for removal.