Bad service

I took out a temp loan may 2023, paid it off following month as that's how it works. But to this day that loan is still appearing as active on my credit report. I contacted you and Nomonde Mlotshwa said it will updated within 21 working days of me logging my query. It's been 5 weeks now and nothing has changed. I still have a credit report that shows I owe the bank something I paid back more than a year ago. Meaning someone somewhere is not doing their job. It's the banks duty to update Experian timeously,so more than a year is acceptable?