Nedbank not updating my personal loan balance to zero though the account is was settled and is paid up! This is affecting my credit profile as I can not take up any credit due to the account still appearing as in arrears

I have a personal loan with Nedbank which was handed over to Smith&Smith attorneys and I have requested for a discounted settlement amount in July, which was provided to me by Esme from Smith&Smith attorneys. I settled the account and Esme told me that after 3 weeks I will be receiving a paid up letter from Nedbank, it has now been 2 months and there’s no letter stating that I have settled this account, the balance hasn’t changed.

I then called Nedbank directly and spoke with Clarissa who told me that there is still a balance in my account, I then explained to her that I got a 20% settlement discount and that no balance should be appearing, she told me she has logged a ticket with their admin department to bring the balance to zero and that I must call again after 3 days. I called Esme from Smith&Smith attorneys 7 days after speaking to Clarissa and she told me she hasn’t received any paid up letter from Nedbank and that the balance is now over R2000 which should not be the case as I was granted a 20% discount and I paid up the amount, she said she was going to send another urgent reminder to them and up to date I haven’t received the paid up letter from Nedbank and this account still appears as in arrears in my credit profile, I can’t do anything, I can’t take up any credit because of this. Nedbank is inconveniencing my life though I have made means to pay up the loan.