FNB fails to update status at credit bureau

I have a personal loan with FNB, due to Extremely high medical bills my loan payment went into arrears, FNB was helpful in the start but handed me over for collection. In the month of August all arrears on the loan has been brought up to date and subsequent monthly payments made monthly on time. When i checked my credit score on Clearscore its shows that the account is paid on time but the account still reflects "in default". I have been querying FNB loans team via email and they keep asking for a PDF version although i have emailed them and told them that Clearscore does not do PDF downloads. I have provided FNB loans department with a screenshot of the Report but they tell me they cant open it, for a digital bank its a poor excuse. This has been ongoing for 2 weeks now and unable to resolve. Also the bank can call thousand times when in arrears but cannot resolve an issue they created at the credit bureau.