Credit bureau query

I published a review earlier this month about my paid up and closed credit card account that is still active with credit bureaus. The account was settled and closed in march 2023. Fnb responded to me in private however my query is still not resolved! One of their staff members emailed me saying that my account is not active on credit bureau and asked me to send my credit bureau report showing that the account is still active, I shared the report and they did not come back to me, even after following up. I am not sure if I am being treated this way because I have closed my accounts with FNB!