Prescribed Temp Loan

I took up a Temp loan more than 3 years ago. The Loan is prescribed now and its still showing on my banking app, and it was handed over to Blake and Associates. When I call them and request them for the prescribed letter they tell me I must call FNB, when I do I cannot go through To temp loan.

Can you Please remove this on my profile because i cannot get any banking facilities with you, because will pay yourself for the prescribed debt. And can I get a prescribed letter and cancel it with Blake and associates as well.