Bad service

I've been having a problem to get the account updated on credit bureau. I settled the account in August 2020 went to different branches 3 times to ask for a paid up letter, was told I would get it after 7 working days which wasn't the case, I had to call customer service then eventually the paid up letter was sent in July/August 2021 but still it's reflecting as active when I check on Clearscore. Please updated my credit report you are affecting my credit profile negatively.