FNB loan

FNB refuses to clear a temporary loan that i took at the beginning of July 2019 and paid off 31st July 2019. Call centre agents waste your airtime transferring you from one to the next. It has been a long time and it affects my credit score badly because it appears active together with the creadit card i paid off and requested they close it. What must happen for FNB to clear my name? Their service is the lowest and disgusting!