Stuck with them

I had an account about 11 years back. I app**** for dept review and now I am finished but my dept counselor said I must get a paid up letter from them. I phoned Ed on, RCS and Edgar's and now they do not pick up any account. They say they can't help me there is no record of me having an account. This means I can't get my name off dept review because they can't issue me a paid up letter