Urgent help need to buy a House, they still count this as one of my accounts, so mad!!!

I have settled my account early and in full, I have called their call centre many times to tell them to update the status with ITC and to close the account permanently and they told me they cannot do that!!! I mean in all the stores we can open the account and when you have paid them in full it’s our right to tell them to close it. Even now the status on my ITC says P meaning it has been paid full and can be active again, instead of C meaning it’s paid in full and closed. I truly need help with this not sure if I will ever find someone educated enough at home choice that knows this.