Account settlement

Hello . My name is Sisipho Songcata. Last year on the 3rd of April 2019, I settled my range account @Goldenacre Cape Town store and requested it to be closed. Zinhle Charlie from Accounts Department sent me an Account confirmation letter that stated “The consumer account is paid up to zero balance, the consumer account will be updated accordingly with all the listed Credit Bureaus” ... Today marks 1 year and 6 months but my account is not cleared on the list of credit bureaus , I tried calling the accounts department more than once to assist me and they did not help. I went to the store manager at Goldenacre for more than 3 times and she tried helping me but the account department keep on ignoring us. My ref number is *** . Thank you for reading this, I hope I will get help .