Inspired account from Beares that does not close them after full payment was done

So i had an account with inspired, July i went to Claremont Beares branch and paid my account in full to settle it so that it goes off my name, till today no letter has bee. Given, we call and call the helpline no one picks up, branch has sent email to the inspired team still nothong, ive even been contacted now by debt collectors when my account is supposed to be closed!!!