Account Settled

Good Day, How do I start? last year in April 2020 my contract with MTN came to an end, I made contact to cancel as i ddnt wish to take out another contract. Covid just started then and I had to make the last payment and bcoz of this i was unable to go into store. However I was assisted by a branch manager to make payment via eft and done so on the 27th July as I have gone in arrears. The amount that was paid was R383 and till to date my account has not been closed. I have gone several times into store with proof of payment but still know one has attended to my account. The manager at the N1 city store is doing everything she can to assist but still nothing from the accounts department. This is becoming an issue as I currently in the process of looking to buy a house. This is such inconvinience as I have no proof to say that my account has been closed. I do have the proof of payment made and on the systems it says that i have requested for the account to be closed. Please what can be the hold up?