Credit profile showing Telkom outstanding

My TransUnion credit profile shows that there is an outstanding amount due to Telkom even though Telkom has been paid up and account closed since 9-Feb 2016! This has had a negative impact on applying for a home loan and is totally unacceptable. Telkom accounts say that they can only offer me a statement of account showing that nothing is outstanding, this, however, the bank will not accept as they want a letter from Telkom on a Telkom letterhead stating that my account is closed and no outstanding monies are due since 9-Feb 2016. I would also like the letter to state that Telkom is very sorry for the inconvenience caused. I look forward to your prompt reply to this matter. Andrew Owen-Jones