Bad service and bad treatment from Nedbank

I had a credit card with Nedbank which was settled in full and I received a settlement letter on the 11 December 2023 but I have been struggling since then to apply for financing because they flagged my name, I have sent an email to *** and contacted them several times and they promised that the flag will be removed and years later still not, and it's sad and disturbing because I have been banking with them for 19 years and this is the treatment I get from them. Can they remove the flag on my name and send confirmation that it has been done.