Prescribed debt of 12 years on ITC report

I contacted the accounts department , the lady informed me that my balance was R0.00 on their system and to make matters worse, the account is archived on their system. My question is how does an archived account make it onto the current debtors book supp**** to credit bureaus as CPA (consumer payment analysis) which adversely affects my profile? How will this be fixed as CPA data is reflected for 6 -12 months on a consumers profile? The accounts departments manager was supposed to call me back yesterday which was not done.