Paid up account 2013 and paying again now

My woolworths account was referred to Easton Berry, I received a settlement letter on the 5 October 2013, and sent the proof of payment on the 8th October 2013 and received the paid up letter on the 9th October 2013 and told the information will be updated on ITC records. This year I registered to be under debt review and the woolworths account came up again, I was told to contact Easton-Berry regarding the query. At first I was told that my account is still outstanding and when I called again was given to email addresses to send my query to and the email addresses are blocked to receive email, both emails didn't go through from my personal and work email. I think it is unfair that I have to pay for the same account twice. I will appreciate your assistance a lot. Thank you