Settled Loan still not closed

I settled my account with Direct Axis on the 20th of September. I called them to let them know and the money was acknowledged. I then asked that my account be closed and I get a closure letter and have this account removed from my FNB App and they said that can only be done on the 29th of September. 4th October now and my account is still not closed. Yesterday 3rd October I called and spoke to a lady called Faith who told me that 'maybe' there is a system error as the account was meant to be closed on the 29th but it's still not closed and she will escalate (useless!!). First of all, who is going to pay for the debit order and the interest on the loan as I have settled the loan on my side? Second of all, does DirectAxis know how much they gamble with people's credit scores? I settled this account so I can build my credit score but clearly Direct Axis wants to drag my name. The next thing they will be sending me to the attorneys for interest that hasn't been paid when it's clearly their fault. Reading through most people's reviews I see DirectAxis is definitely very notorious for this behaviour. Please have this sorted out urgently!