Unreliable Bank departments

I dont know if i will ever get help with the ongoing issue on the credit bureau status of a loan that i finished paying in 2019. I was told to submit a full report which i did but i have not received a response since then and the loan still appears as an active account on my status. I really dont know what else to do i have called the personal loans department and also the legal department but both departments have not helped me. Can i please get assistance with this