Loan not settled in full

I am writing to seek clarification regarding my loan account ***. On 08 October 2025, I requested a settlement quote, which indicated a settlement amount of R6,273.33, valid until 09 October 2025. I made payment of the exact amount within the validity period. However, upon checking the status of my loan, I noticed that there is still an outstanding balance reflected on the account. I would appreciate it if you could kindly explain why the account has not been marked as settled, despite payment being made in accordance with the provided quote.

Please investigate and advise on the matter at your earliest convenience.