Struggling to get a paid-up loan updated/cleared on their records.

After struggling with and eventually getting a paid-up letter for a personal loan I had with Capite from the pathetic external collection company they use, I'm now stuck with a loan balance that just never gets updated or cleared, still stands as is on my app and throughout the credit bureaus (DESPITE A WHOLE PAID-UP LETTER AVAILABLE AND SENT MULTIPLE TIMES TO CAPITEC). This has been the worst journey to close off a horrible personal loan experience. Capitec can you please just update your records so I can move forward with clearing my name, goodness!!!!!