Poor Accounts Departement

The accounts departement is very poorly run, requested a settlement letter and requested closing account. November 2023. Paid in full. Few days later requested that all was done got another amount saying this was now owing, which I queried, then received an email from Candice informing me to ignore the last amount and that the account was now paid in full. Today I received statement I am in arrears. Do HomeChoice know how to run an accounts departement.