Settlement with Direct Axis is a headache

Had a long standing loan unfortunately had to go under debt review in 2021. In late Nov 2023 we realized that the debt review co has not been regular in payments and we opted to pay the debts ourselves. In the write up they gave us Direct axis was shown paid,went into clear score and it showed a low bal. Somehow we missed payment in dec but started paying double installment . A few places show we are in arrears which doesn't make sense. I've been calling since Feb. It's almost impossible to get to speak to anyone. When you do you get the run around and when I question how is it that the bal is not decreasing ,I get told that it's because I am in arrears. I've requested settlement letter and was sent one which seemed ***** as it was on a normal email with banking details. I requested a settlement with bank details on an official letterhead and I'm still waiting for over 1 month now. I'd really like to clear this debt soonest but I would like to to someone who understands what I'm saying .