Account opened **********ly

2008 I had an account that was settled and closed in 2011. All of a sudden 2020 same account shows up on my credit rating. I went to the branch and after endless calls it was confirmed that indeed account was closed. Closing letter was sent to me, but account still reflect on my rating as an active account, with available credit facility and account number. I want this closed and removed off my credit score to avoid any ***** happening on that account. I've emailed their customer support and complains department. This is the last straw and if I fail here would need to go to the ombudsman