Settlement Letter - Update of account balance

I placed myself under debt review in 2015, and I have been paying all off my accounts. This year I've paid off most of my accounts. About two weeks ago, I asked my debt review counsellor for a settlement letter from DirectAxis. My counsellor has had no luck in getting it. They said they have to calculate it manually and they will send it in 3 - 5 business days. We never received anything after five days. The counsellor sent an email to the manager yesterday. I then got a letter stating that I owe the same amount that I owed four years ago. I don't understand where my money has been going over the last four years. If I weren't making any payments, I would've been contacted several times to make payment. I cannot believe that such a prominent service provider don't have the facilities to update my account with the payments that I have been making over the last four years. DirectAxis have not provided me with a detailed statement showing me that I've been making my monthly payments. I want some response from them. When I call DirectAxis, they cannot help me because it has been handed over to the debt review department. DirectAxis services are pathetic. I also received an SMS yesterday stating that I did not make payment in September. I made a payment on the 25th as usual because I didn't want my payment to be late. People should be careful when taking out loans from this company. I want an answer to what I owe so I can close my account and be debt-free.