Very poor client service.

I have account with Homechoice which has been handed over to thier legal team. Last year I was given a settlement offer of R1050 which I paid immediately but to my surprise I am still owing Homechoice. Now I have been trying to obtain statement and settlement letter for a week now with no progress. I was told to call their legal department which i did and the phones rings unattended I believe, emails with no response. I don't know if this is because of my poor payment habit or they just have poor client service.