Unreliable

I took a loan from direct axis and I paid it off almost 2 months ago. I was told the exact amount to pay to have my account closed. I asked for a letter to confirm that I had paid off the debt. I was told I would receive the letter within 10 days as the system would automatically regulate one. After 10 days I called and all my calls were not answered to this day I cannot reach anyone in their establishment . I received a statement that I owe group life and rebate what does that even mean!!! Horrible service.