Unhappy client

In August 2020 I requested my personal loan account to be closed by your credit bureau department and I was advised that this would be done in 14 - 21 days and to my surprise today when I'm busy processing an application this loan account has an outstanding balance of R2976 yet I settled this account. That money has been paid into the account by Capitec yet the account should be paid up. I need the refund processed and for the account to be closed. This is sitting with your legal department as the account was under debt review and I have sent an email to them as well. Your urgent feedback will be highly appreciated as this has been going on for far too long and causing me distress!!!!