Account showing on my credit score as active after a year of the subscription being cancelled.

Hi Plant24 did me wrong, in 2024 February I cancelled my subscription, but to this date the account still appears as active on my credit report and it's been over a year, I have tried contacting them, but no response, I need this account to be closed and a document sent stating that the account has been closed. I am very unhappy with their service, as there is always a problem when you need to contact them. This has become a urgent matter and I don't know what to do any more