Terrible Service / No proof of payment or paid up confirmation received

We had the worst experience with Ara. We settled and paid a personal loan with Absa Bank with them 3 and a half months ago. To Date we have not received our paid up/ settlement letter. We call them continuously yet no one is assisting. It takes 21 days to get that letter however a even bigger concern is they did not supply proof of payment and Absa still lists it on the Credit Report now as missed payments with the lack of response and everything happening it seems they never paid the loan. 3 and a half months later. Absolutely terrible service.