Most terrible service

For more than TWO weeks I have been trying to get a statement or an outstanding letter from Direct Axis. I havent received anything I have been calling call centres as a daily routine from 8 in the morning till 12 in the afternoon.

The day before yesterday someone finally assisted me. They said that they will sent a statement but yet NOTHING!!! I didnt even know that this account still exits according to me it was paid off in 2021. But Yet apparently I still owe and no one can sent me a statement???