A friendly consultant from African bank called me from *** Thursday 4 July 2024 to advise me they received my query and that the investigation has been concluded and that this old account is written off/closed

A friendly consultant from African bank called me from *** Thursday 4 July 2024 to advise me they received my query and that the investigation has been concluded and that this old account is written off/closed. When I called again today I spoke with a female consultant who looked into my profile but said no notes was made to say a count closed or written off. She only see the account been sent to their account offices. My question is the below, When consultants call you, don't anyone make notes so when you do a follow up, the next consultant you speak to can see it. Now I must wait 1 month to see if the account is closed according to the guy who called me. I also ask for letters of written. I had to ask for 1 letter to be sent to me today. The other one African bank wants me to pay a account of 18 years ago. Isn't it *******.