Remove prescribe account

i called the them in the morning and i spoke to Nhlanhla who give me the bad attitude regarding and dint assist me. First of all i want to remove the cash loan account on my record that was open 2018, the account are now prescriped and i cant get hold of the credit providers to get the paid up letter. she is telling me to contact the NCR of which i already called them but was told contact the credit burea for the account to be removed.