Query unresolved since 2020!

I had a revolving facility which I paid off in 2020 however, my credit bureau profile was not updated and but still reflects that the account is active. When I call standard bank, I am told that the account has been closed on their end. I have been trying to request a paid up letter since 2020 and I've been sent from piller to post with different turnaround times which are not adhered to. Today I called standard bank again and was told to send an email to an email address that does not exist. When I call the same department, I was given a completely different email address and told of a new turnaround time. I requested an email address for the escalation of my matter and I was told that there is no escalation email address. I just need to receive my paid up letter today and for standard bank to update that the loan was settled and the account was subsequently closed in 2020! This matter has affected my credit score for two full years and no one is taking this seriously yet when one applies for credit they are quick to check the very same credit record that they fail to update when people have paid off their debt!