ARA GROUP LIERS

My Total sports account was handed over to ARA group, they were calling me each an every month reminding me to ensure that I have money in my account to be debited, I finished paying my account in 28 August 2018 , they never called anymore, on March 2019 I went Total sports to check my account status I found it owing, they told me to contact ARA Group to ask for debt clearance letter, which I requested on 9 April 2019, they told me that I will receive it within 7-14 days, until today I never received it, when I called them many times they told me that my debt clearance letter is processed it is only waiting to be signed by the manager, I will get it in within a day or 2, yesterday and today I called them they told me that they don't issue debt clearance letter, which confuse me because they told me that my debt clearance letter is waiting to be signed by the manager, to submit to Total Sports so that I can be clear on ITC, please help me