Nimble Group: Request for urgent resolution of paidup account

I settled my HomeChoice account with Nimble Group in May, three months ago. They assured me that I would receive a paid-up letter and that the account would be closed. However, I recently discovered that the account was never closed with HomeChoice, and it is still showing on my credit report, negatively affecting my credit status.

I contacted Nimble Group via WhatsApp, and the representative I spoke to mentioned that she was unsure why the account had been returned to HomeChoice. I was told that I would have to wait another month for a response. When I requested to speak with the department responsible for issuing paid-up letters, I was informed that I was not allowed to do so. The representative who initially helped me with closing the account was Laaiqah, but when I asked to speak with her, my request was denied.