Poor Customer Service

I had an account opened in 2007 which I didn't make any payments for up until now and I didn't recieved any statements or phone calls from Markham, i have been in their stores trying to pay for this account as it is affecting my credit score but I didn't get help instead I was told that the account is not showing any details in their system even if they checked using ID Number. I then wrote an email to Markham customer service department asking for prescription of debt since this debt is over 3 years without payments but I didn't get any response.