Paid up loan still active

It came as a shock when I got my credit report to find that my loan which I paid in record time and never defaulted on is not closed with Metrofin for over a year now. How it has not been closed and updated on the bureau puzzles me, I tried TO call but the phone does not go through. Can someone please sort this out, its giving me a bad name. I need my name cleared on the bureau as well as a settlement letter