Disappointed

I know we are all struggling but I am extremely extremely disappointed in FNB. We all fell on hard times but made sure I paid the arrangements I made. It's now since the 16 of August and I was promised that my closure of this account would be dealt with. The first time I called I spoke to such a rude person. I need this account closed so I can finally move on. I made a heck of a payment of R8100 the last on what I had. And still a whole 2 weeks later FNB HAS still not closed this account or escalated it to being paid up. So how can I clean my credit score while it still shows that I am owing on this account. I need this account closed I need it escalated to the credit bureau as CLOSED according to the credit bureau I still have a massive outstanding amount even though I have paid it up.