In need of help

I closed my FNB credit last year October, 2023. To date this credit is still showing under my Credit Score as Active. I have requested FNB to remove this but to no avail. I finally got help from ClearScore service, they requested that I supply them with a paid up letter. I have been calling since July, no one is able to assist. Finally someone on the line said I must visit the branch, I went and they said 24hrs the letter will be sent. It is now 7 days later and I still don't have the letter. I don't know what else to do.