Never heard of small BALANCE WRITE-OFF

On 2nd November 2022 I settled my loan account with FNB and even received a paid-up letter. I was informed that my bureau profile will be updated within 60 workings days. In January 2023 I discovered that the account is still active on my bureau profile as in arrears because I short settled with a R1. Mind you this is after I received the paid-up letter. Moving on...I received an email about three weeks ago informing me that I need to pay this R1 of which I did. To date I have emailed them requesting feedback as to whether my account is now officially close, but no this lousy customer does not need a responses.