Home Loan Paid up but still reflecting on credit record

Our home loan account has been paid up and we have received the paid up letter from the bank, but months later they have still not removed the account from our credit records, it's still reflecting there as unpaid. I have sent numerous email and made numerous calls with promises of it being resolved but yet still nothing. It seems like this is the norm for Standard bank homeloan as I have seen numerous reviews with the same complaint. I need assistance immediately and have this removed from our credit record as you have your money and there's really no need to keep us hostage by keeping the account on our name. I am appalled at this service and that you are keeping us from moving on, by your tardiness and inconsiderate attitude towards customers.