Legal team bad service

I ran into financial difficulties and now im trying to pay my debt. I webt to MTN they said contact their legal department ive nade numerous phone calls the legal team says they dont have me for past 2 years. I asked for a letter thry say go back to store. I ho to mtn westgate mall they say contact legal team. Im trying to buy a house and everyone is unhelpful giving me the run around. Is my debt writer off what can i do to get help as ut shows on itc.