Paid up letter

I have paid up the finchoice loan account on 21 December 2017. I called them to close the account and provide me with a paid up letter. I have been calling everyday since then. Yesterday Noko the consultant just put me on hold and play music for about 15 minutes, then I decided to drop the call and start afresh, the lady I spoke to, said she logged the query that I want the account to be closed and also provide me with a paid up letter. She told me that I will receive sms notifying me about the query. Since then I haven't received any sms and what makes me so angry is that the account is still showing that I am owing them R679. How can they give a refund and all of a sudden I am still owing them. Finchoice I am so disappointed please fix this and update my status on credit bureau....