Settlement Claim 33 months later

Good day,<br> <br> I have received a communication from BMW Financial Services regarding a vehicle I settled in Jan 2013 that I am in arrears on that account. At the time of settlement I confirmed that I did not cancel the debit order and that a refund was due to me. 33 months since settlement I get told the account is in arrears?<br> <br> This is unacceptable as I have a letter from BMW Financial Services that the account was settled in their records effective 31 Jan 2013!<br> <br> I have financed six vehicles through BMW Financial Services and find their level of service incredibly unprofessional - I have requested that I get sent a statement of account reflecting the amount due and payable and all I receive is an email confirming that the release of the refund is due to me as well as the letter I signed confirming that I did not cancel the debit order?<br> <br> I would appreciate that I get contacted by the right level of authority to provide me with insight into the proposed amount outstanding on the account. Furthermore my account should not be reflected as being in arrears!<br> <br>