NOT UPDATING CREDIT STATUS

My Fnb Temporary loan was paid in 2016 , now the homeloans department is declining my application because the same FNB hasnt closed an account that was paid up in 2016. when you call their department no one is able to help but they can geerate paid up letters on their system and not update it.

how can two departments form the same bank have different information. when you call they refer one to legal and legal keep sendig me the same paid up letter, worked sohard to get my credit in order. FNB wants to mess everything up