No settlement letter, no answers just a balance on my name.

I once had an account with Edgar's which I paid off 2019 up to date the account still exists as active on my clear scores. Everytime I go to their middelburg branch for clarity on this matter no answers, their call center also has no answers. Apparently their system has no records on my name but they can't assist with any letter of settlement. I have been in this situation for more than 2years now