I can't settle my credit card and loan with FNB directly

FNB made it incredibly easy for me to take credit. I didn't even speak to an agent, and the credit card was delivered. The same happened with the loan—it was very easy to obtain. Then COVID-19 came, and I couldn't pay the credit card and loan. They topped it up with a COVID-19 relief loan. Now, I'm in a position to pay off everything, but they won't help me. They keep saying I need to talk to a third party. I paid off a loan with a third-party collector and have a paid-up letter, but the loan is still showing on my credit profile with a balance of R13,000. This is really frustrating. I have sent emails and called few times with no help