Please assist

Hi<br> <br> I had an account with Foschini group which was outstanding. I paid up every cent I was owing in september 2014 and I received my paid up letter in October 2014. to my surprise my credit report states that Im still owing. I went to foschini Gateway and they took my credit reports and everything and I gave them my paid up letter of which I was promised the matter will be resolved in 21 days of which did not happen. Again I sent an email to their customer service but no one got back to me except for the guy who sent me an email and promised to get back to but nothing happened. I would like to know whats going on.<br> <br> Kindly respond via email since I wont be able to pick up as I am at work.