No Answers, always the same feedback

I have totally had it with this company! They respond to emails sure, but with the most irrelevant content, none of my questions are being answered and there is no way to contact the actual "counsellor" that is assigned to your case.

I decided to go this route a few years ago and have been paying every month as I should, I was under the impression that I will only be ending this at the end of 2024 because that is what the Debt Rescue Portal kept saying and I am trusting, IT IS SOOOO OUTDATED. I started investigating for myself and came to the realization that I am actually finishing this year! There are loans still reflecting there that have been paid up for months!

Now some of there accounts have a negative balance which means too much money was paid into them - What is going to happen now? Who closed the accounts and will they be closed with a negative balance??

I just need some answers guys, honestly. it is a big chunk of my income paid monthly and I have no idea how it is actually being distributed.