Mobikwik — Full balance paid but loan is still showing active and not closed

I have made the full balance payment to close the account before time but it is still showing active .. Have contacted multiple people from the customer service nobody is helping instead they are giving me incorrect information.
I asked someone if I can pay off the loan and take a new one I was advised to pay and the link was provided by mobikwik ..

Someone told me it takes 1 year - this is really a pathetic service .. I made the payment on 31st December 22 and even after 11 days mobikwik is unable to help … please resolve this and help your customers