Impossible to close an Standard Bank

Good afternoon, I have been a Standard Bank customer for more than 10 years now. I settled my loan account over a year ago. Standard Bank confirmed that the account was closed but to my surprise the account is still active and in arrears on my credit profile. I have never missed a single payment before I closed the account and I paid the total amount that was outstanding when I decided to close the account. I logged a query with Standard Bank and was told that the account wasn’t closed and the amount in arrears was due to service fees. I was told that the account would be zero-rised then closed and I would receive a paid up letter via email.

A month later the matter still hasn’t been resolved. I have followed up on several times and every time i call I'm transferred from one department to another and then finally told that the issue has been ‘escalated’ and must wait another 7 days to be resolved. I need this to be resolved as a matter of urgency as its affecting my credit status. I am very disappointed with Standard Banks service.