Paid off what I owed but it still shows that I owe.

I paid off what I owed in 2018 but when I check my credit report, it shows that I still owe. And I asked the lady who helped me in Khayelitsha Mall to close my account. All she did was write my details on a piece of paper but she did not close the damn account. I am really frustrated because this whole thing is messing with my credit score.