Bad services

I am trying to get an upgrade on my existing contract. However last month they said I have a legal status, which I know I don't. I have gone back to one of their stores today and there is a new story that I am under debt review (again I am not). They are insisting that I bring a clearance letter for the debt review company. How do I get a clearance letter when I am not even under debt review? Secondly, how do I know which company I am supposedly under review with?