Settled account not closed

Car settled yet the account has not been closed. It’s been 3 weeks now and it still reflects I that owe, it takes up to 7 attempts to reach them when I call as they keep transferring the call and then when I finally reach them they just say it’s it’s progress. It’s devastating especially because a large amount was deposited into settling the car and yet I’m kept in the dark and I again keep reaching out for them to close they account.