Account settled 8 months ago, proof sent but it remains open end in arrears!!!

In Aug 2018 i had paid up my Woolworths account under debt review. I recieved a clearance letter stating I'm paid up in full. To date (8 months later),Woolworths have still not cleared my name or acknowledged ive paid up. They are impacting my credit score very negatively and keeping my account open with an arrears balance even though consumer friend, my debt counselor and myself have sent them proof my account is settled in full.