I don't know where to go because at store they cant assist

Open contract 2018 then paid 2019 they said it will end 2020 may but after may they continue deducting then we stopped it because it was finished from August waiting for paidup letter September we were told still owe 2165 that we don't know where does it comes from yet on September they handed us over without contacting us because we were waiting for paid up letter how can they hand us over then the lawyers said we owe 11 thousand of which to us it's wrong because we were waiting for paidup letter how come its 11k