Personal Loan Account Paid Up but no closed

Hello I have been struggling with getting a personal loan account closed. I app**** for credit life insurance where the first 6 months installments were paid. I was still unemployed after the 6 months therefore I submitted another claim. My balance was less than the 6 months installments so they paid the whole balance. I then later discovered that this account is not closed. I phoned in asking for this account to be closed in August 2019 after the balance was paid off. I phone in again in September where I was told that I need to visit the branch in order to close the account. I went to the vanderbijlpark branch where a consultant connected me to the call centre and they recorded my details and said they would call me back. I have been following this up with no luck and I do not have the reference numbers for my calls. All calls were recorded even when I phoned the call centre. Please can you assist me to close this account as it keeps accumulating interests and is affecting my ITC.