FNB not taking paid up credit card off credit score!!!

I asked FNB for a paid up letter for my credit card in 2022. They eventually got back to me and sent the paid up letter. I've paid and closed my credit card in February 2022 already. After 3 calls (in April 2022, September 2022 and 15 June 2023) it still show on my credit score????? This is the worst service EVER. And when I phone they transfer me to different departments and not 1 can assist, and the end they just cut you off.

I NEED THIS TO BE TAKEN OFF MY NAME?????????