ACCOUNT CLOSED BUT LISTED AS UNPAID ON ITC

June 2021 I called Cell C to cancel my contract and requested it to be converted to pre paid as it was running month to month, was advised of a 30 notice period which I didn't have a problem with, I asked for the amount to pay end of July and advised accordingly not really sure how much I was given however I did pay R298 via eft using ref *** that I normally used when paying for that acc.... I'm shocked to see the acc listed as unpaid on my credit report, I enquired on the 23/11 only to be sent info about an incorrect contract that I once had with Cell C... I asked the consultant to confirm if payment was received and she confirmed the acc is in 00 balance, can someone please tell me what's going on???