Billing Account

I have a account that was opened in 2017, went to their branch in Greenstone as i wanted to settle the account as it shows on Transunion, the lady there was not able to assist as she could not pick anything outstanding she even tried to call the call center they could not also pick up anything, if there is an outstanding amount i need to know so i can settle the amount or you need to updated the information so that my credit score can be correct