My balance amount

I drove my first car for 2months when going to buy a new one after the accident the dealership didn't install a tracker for me because it was paid off in the first car. When call matrix the lady suggested I upgrade so I'm not charged for installment sin I had the 99 now it highe. That is now the problem. I have been getting messages for days to pay be when I call I'm transfer to finance department and no one answers and the said it was paid in full for 72 months.when applying for the new one to I asked funds are transferred first she said that will be done after. Now why I'm I told I owe them? And the fiance department is not answering. I want my money back so I can pay