Standard Bank paid up letter not provided

I paid up a personal loan account (***) in October & November 2022 as per the arrangement I had made with a standard bank | Accounts Manager Consultant. I provided her with the two Proof of payments every time after payment was made. this account is still not closed and it is still reflecting at the Credit Bureaus. I have been calling standard bank since December to request them to provide me with a paid up letter but no one is able to assist me.