Account’s settlement

I’d like to lodge a complaint with regards to my finchoice accounts. I have three accounts with finchoice and settled two of my accounts I requested for both accounts to be closed after settlement, which I then received a paid up letters for and proof of settlement, however when I check those accounts to my surprise both accounts are still open and one of them I have been calling in for the past 4 months to get a settlement quote to pay it off, they keep sending me to the collections department, the collections department tells me my account is with DCC I call DCC and they do not have my account. I keep calling finchoice and they don’t know where my account is, they hang up on me and just cut the line every time I call. It’s as if they do not want me to pay off my accounts