Refusing to close loan account

I have a loan with Direct Axis which I settled on the 13 February 2019. The account still shows as active on their side and gaining interest. I called them to close the account and the lady that I spoke to said its in the process of being closed. Two weeks later still account not close, so I called them again and they saying the require proof of payment on amounts that are reflecting on the side.

Big issues is one the proof of payment was never mentioned only when I called ask why its not closed they mentioned it. Its like the using this to keep the account active.

Second one was the debit order that went of my account while the loan was settled.

Even the team leader Vuyo could not assist me with this and I told them I dont have the proof of payment so what now.