Paid up account reflecting as active after several months and years it has been requested to be closed and reported to the Experian.

I had homechoice account in 2022 opened 3 months to boost my credit profile but I must say that was the worst decision ever. First I was planing to pay in 3 equal installment cash, made arrangements but they never honored that. Instead reported to the credit beurea I missed my second payment. I settled the account the 3rd month. I requested a paid up letter and my account to be closed. Received the letter and noticed my account was still reflecting active on the website 2023. I called them, what's app and even email to request my account to be closed. Worst customer service from all platforms. In particular the customer service specialist called Candice Rittels, will attach email trail. I asked numerous times to escalate my query, just says it's done when its not. Now it's 2024. I see my credit report on @clearscore. It says homechoice account is active and updated monthly by Lender. I disputed this with both Homechoice and Experian with no luck. My score is stagnet due to an active account with no balance for two years. I even complained with the consumer onbusmen.