FNB COLLECTIONS - CLEARED PAYMENT - STILL IN COLLECTIONS PREVENTING LOAN

On FNB account I had an overdraft, the overdraft was settled with collections & a letter provided for the payment of the account in 2017...however today my bond agent is told the account is sitting in collections & preventing me from getting a loan with them. The account shows up on no independent credit report, and an FNB agent says the balance is at zero but not closed.