No service

Hi. My daughter and her fiance have an account by Lewis stores. They never skipped an installment. They also pay for insurance for if something happens. On January 23rd their house burnt down because of an electric problem. Lewis investigated this and told them that its done but they still don't have the things they are paying for still every month. This is taking way longer as its suppose to. Can you please look into this for them? They have separate accounts.