Bad service received from Fin Choice

I had an Account with Fin choice of which i settled it in December 2020 through Saya Recoveries one of their collecting Agencies, I have sent through numerous emails to their Department requesting them to Update my Credit record as it shows accounts are still open, so much for settling an account 7 months down the line the account is still open but settled, Why ? they do not even respond to emails, why authorise a Paid up letter and never close the account yet causes arrears ?.