Removal of paid up account

Good day. I am extremely frustrated by the fact that Direct Axis has not closed my personal loan amount, even though it was fully paid and settled in November last year. According to your records, the account is still marked "IN ARREARS," and this is negatively affecting my credit score. Despite numerous attempts to resolve this issue and provide proof of payment through submitted paid up letters, the problem persists. I have also sent multiple emails, none of which received a response. I urgently request that you address and resolve this matter as soon as possible, as it is unfairly affecting my status as a consumer. I have consulted with Transunion about this and on their system it is still reflecting as open and arrears.