Lack of account information/ Clarification

Company send me two different reference numbers ? so i have no idea which account is what or what its for.

a year back i made arrangements and paid them up, still awaiting for my clearance letter. Was then told my account has a credit on which i email about but till today no correspondence.

When you call in no one bothers to answers, or reply to emails answering your questions. All i would like is for someone to update me on this account as to my knowledge it as been paid up and provide me with a clearance letter.