Closed and Paid up account showing arrears at the bureau

The experian report shows I am in arrears with an amount of R5458 and 4 months in arrears???? how the hell is this possible when the account was paid and closed in July 2018, as i have a settlement letter, proof of payment and closure letter from yourselves? i have now been declined credit due to adverse/ bad credit record on your incompetence and lazyness to update my payment profile. i have sent you an email on Friday and have not received an acknowledgement to this effect, i want this rectified and my payment profile updated immediately. I want a letter confirming that this was an error from your side and a reference number from the bureau stating that this account was paid and closed and payment profile updated