Account of R0.00 balance still reflecting after I asked for it to be removed

I have a Smart Spend Loan Account ( ********** 31) which shows a R 0.00 balance and is under the "Other" category on my online profile, I also received a letter from FNB stating that the account has been paid up and is complete. I asked in March 2017 for this account to be removed since it is still reflecting on my online profile. I got no response. Then I asked again in October 2017 for the account to be removed, after much frustration I was told by Laurelene Vermeulen that they do not have a specific date for when the account will be removed. It's now 4 months later and the same account is still there. Can I ask what the hell is going on? Why are not able to remove this account off my profile and why is is taking so long? I know how to "hide" accounts on my profile but that is not what I am asking for. I want it REMOVED completely. I am getting sick and tired of the lax attitude I've been experiencing with FNB.