Dispute on profile/ Free credit report

My understanding is that a consumer is entitled to a free credit report, once in 365 days. Also that I can challenge/dispute information on my report.

1. I requested my latest credit report from Experian via their consumer@ email adress on the 26th of May, to date I have not received or even an acknowldgement of my email. Tried to register on their website, hopeless exercise. Calls takes so long to be answered, then when you finally go through they get cut off.

2. Also on the 26th of May I logged a dispute via za.consumercare@ email adress, got a response from a Chante Whatney to provide my full details plus supporting documents. This process is supposed to be completed within 21 days. Almost 2 months later I follow up, got another response from Lesego Montsioagae requesting the same info I sent Chante on the 26th of May.

I have a loan that I paid up in december 2020 that still reflects outstanding on my credit profiles. The bank cant seem to care to update it on their side, neither does the experian. What must I do??