I emailed Direct Axis customer service 2 times to get my settlement amount and no one came back to me

I emailed Direct Axis customer service 2 times to get my settlement amount and no one came back to me. I called them yesterday from a mobile number to which the customer service agent said my account was in arrears, they transfered me to Collections to which collection said I am not in arrears. Then Collection transferred me back to customer service. To which the call got a few times. This happened more than 5 times. Back and forth from the one department to the next and the call kept “cutting” Today I tried calling them from a landline and the same thing happened. They kept transferring me, and once again by the time she got back to me the call “cut!” I would like to settle this account but they are making this extremely hard. It’s as if they don’t want you to settle your account and keep you in debt to continue to pay their high interest.