Settled dept that still appears on the credit record( re-registered)

I used to owe Telkom back in 2017/18. I had a contract that I eventually not managing to honour. I made few attempts to change the contract so that I could just pay for the device but I failed dismally to get Telkom to assist me. I eventually gave up but ended up having a debt of about R17000. The account was handed to debt collectors and I paid them in full in the 2021, May. The Alpha Collection promised to remove my name but until today may name is not removed.

I attempted again to buy a phone with Telkom around September in 2022, but the system picked up the debt, I contacted accounts department at Trlkom and I sent them a proof of payment so that they remove my name, instead they listed my name as a bad payer. I just need to understand from Telkom, how many times should I settle the same debt with them??????