Do they know what they are doing?

I have contacted planet fitness to settle my account. After providing me with two different account collection agencies' contact details, which confirmed that my account is not with them, I finally reached a consultant that was smart enough to figure out that maybe my account is still with their in-house accounting team. I was promised feedback and a week later still heard nothing. Contacted again and the whole thing started all over again, even after explaining the situation they still had the cheek to put me through the the third party accounts collection companies. Do they maybe not understand English or do they really not know what they are doing in head office? Can I just pay my account please????!!!!!!!!!