Revolving loan facility Standard bank.

It has been the 3rd occasion paying for areas of a Revolving loan from Standard bank that I have already settled and closed ,only to figure out months later that it was never closed and was accumulating arrears that now impacts my credit health very negatively.I spoke telephonically to a consultant at the RCB department who also confirmed that they never close the account over the phone hence Il keep having the same issue she confirmed that she can see it was paid in full and never closed as I requested.

This is ********* and unfair to your customer and this must be dealt with ASAP

Now am am in arrears since November my credit health is compromised

My question is because standard bank debited the account all along what is preventing them to do so with the arrears as well?