It really should not be so hard

I had a credit card with them that I settled in 2019, my problem is that this account still appears as open on my credit report. I called FNB all through December to try and get a settlement letter so I can get the status of the account changed myself with Experian on the few occasions they would answer their phones i was sent from collections to legal to independent attorneys but no one was able to give me this letter on the 6th of January I went into a branch hoping a consultant at the branch might be able to assist in getting it resolved but the guy was also sent from the one guy to the other. I complained on this platform and someone called me back requesting a copy of the credit report in question which I gladly sent to them highlighting that a closed account reflects exactly that not paid up as in my case. I took it further and sent them a screen shot of the clearscore app which shows the status as ACTIVE. Some confused Sibongile rep**** to my mail telling me a load of nonsense and I told her as much and that was the last i heard from anyone from FNB. I have sent two follow up emails which no one is responding to. All I am really asking for is for them to update the status of that account to closed or to send me a letter stating such so I can do it myself it really should not be so hard