unresolved payout

Good day, Been calling HIFI corp for days now and on every attempt was put on musical hold for over 20+ minutes. The 2 times I called on my first attempt I got someone ( on of their consultants) to arranged my settlement pay out with and the second time was to request my paid out letter and on that time was informed that I had not settled the full amount of my account. This was strange. I called and received a settlement letter with an amount of which went off as arranged of the date arranged for successfully. Now today I am told I still owe HIFI Corp? When calling for my my paid put letter the consultant at the other end informed me of this and yet to this day I am puzzled. How it is possible to owe and yet settled as per settlement amount?