Lewis Legal Department sucks

Good day

I am having a bad time with Lewis in getting my payments to my account allocated correctly. I used to have 2 accounts - the one account is paid up. My debt reveiw company are using Hyphen PDA to make payments. So now they are making a payment with the paid up account reference number - I have told Hyphen PDA - and Lewis stores - they must just allocate that money to the account that still has an outstanding balance - but they are not assisting. Yesterday when I asked for a balance letter, the sent me 1 - showing 19246.00 outstanding. But in July they have sent me 1 that shows 17000 outstanding. How does that make sense at all?

I am so fed up, not getting anywhere with them.