Defeated by Matrix tracker behavior

I had an account with the company since 2022, sold my car last year and decided to send them email cancelling my account and request a statement to settle but no response to confirm cancellation. In February 2025, I call the company requesting a settlement Quote, was told my account has been handed over to debt collector, was given contact details...I called the debt collectors, they told to wait a bit since there seems to be a problem with my account but promised to call back or send an email but never did. The next thing in March 2025 the account is put a default account written off in my credit profile, decided to call matrix again. The lady confirmed that the account is now back with them, I requested the quote so that I can settle the account, she said she will send it right away but to this day there is no settlement Quote in my email. I tried contacting the company myself but the company for me to pay them, they I not providing me with the settlement Quote yet giving the false information in the profile. Can Matrix tracker provide me with the quote so that I can make payments and have them removing that status in my profile.