DebtSafe not helpful and gives people the run arround.

I requested for assistance with DebtSafe about a year ago, however decided after the first transaction that I will handle my debt myself. ABSA bank wrote of my credit card settlement amount and I requested for proof that I no longer have a credit card with them which they sent it yesterday the 6th of November 2019. I provided the letter to DebtSafe so they can update my profile and remove the 'Flag" on my account which says I am under debt counselling. They say they can not use the letter before it is not written "Settled" or "Paid Up", I fail to understand why can they expect ABSA to say settled or paid up where as the account was written off and closed and not paid off? My letter clearly states that I no longer have an account with ABSA what more proof do they want? I just want my profile to be clear and they making things had for me to do so because I sorted out my things myself without their help. Unathi Mateta