The capitec systems says i still owe a loan , i have paid

I had a loan with capitec which I was paying with the lawyers , I was collected by other lawyers (DMC) who informed the amount outstanding amount . I paid the outstanding amount and I also got a paid up letter last year September to show I have settled the amount. I recently went to capitec to apply for a loan I was told that I didn't qualify as I am still owing them. I have a paid up letter from the lawyers confirming that the account is settled in full. Why is this ? and your records not updated. Why don't i qualify for a loan as i have paid it .