Pathetic service , lack of accountability

I took few items from Parkmeadows branch around August 2020 in September 2020 b i paid the account in full before the debit order date as in settling it. I phoned the *** to get the settlement amount and it was confirmed telephonically to be the amount that was reflecting on my hifi corp website under my loan account tab. I paid this amount in full as immediate payment and few days later i got a paid letter .

Now i just checked my credit report and i see that i still have the same balance owing the sad part is when i phoned the so called customercare no one seems to know where or how am owing. This is pathetic and now that i have gone through all these negative reviews i feel so stupid for not checking this company before service . How do they still manage to run business with all these negative reviews and no accountability whatsoever from the so called Management . Now this has affected my credit score and my report is a mess