Credit card settled but still showing on bureau

I have paid up my standard bank credit card a few years ago and requested a paid up letter which up till today I didn't receive. I called Standard bank last year and the consultant told me that she would sort it out and clear my name from the credit bureau. I called the call centre again today and now they are telling me that they will get back to me in 5 to 7 days. I am applying for a home loan and discovered that the credit card is still reflecting on the bureau and that I am in arrears. How can I be in arrears for an account that should have been closed? Pathetic service from standard bank. I have banked with them for years and I'm sorry to say that their service sucks.