********* business conduct

I had a cellphone contract with this company until I lost my phone, unfortunately I didn't have Insurance on it based on its value, It was one of those cheap unknown phones. I requested a settlement amount which I immediately duly paid. However I have recently pulled out mu credit report, to my horror they have indicated that I am behind with my account. I sent an email asking what the outstanding amount was and someone by the name Gladys responded by saying there was no outstanding amount, I have requested to have this updated but to date I still have to receive a response.