"Closed account" - still active

A few years back my (then) partner wanted me to apply for a fiber deal, he would pay the account but it would be on my name seeing he just returned home from the UK. He stopped paying for the account and since I could not pay the installment myself, my account was in arrears and was handed over to NuDebt Management. The 7th of January 2021 I paid the entire arrears amount in full (R4402,76) and I requested a confirmation letter from NuDebt (which I received). I then phoned Cell C to also request a confirmation letter, which I still do not have. I was told to log a query via email which I have done, twice. My "ticket number" gets closed every time with no results. This Cell C account still shows as ACTIVE on clearscore! This means I cannot apply for anything new as this is seen as bad debt. I was told to "give it a month" for the systems to update. It's been TWO months! I need someone to please get this mess sorted out!