Prime loans absolute pathetic service

I settled my loan on the 23rd January which was my current loan. When I wanted to borrow again, my account showed an active account for October which I had already settled. I have sent emails, tried calling with no assistance. I even stated in one email that they must please email me as I cannot always answer my phone while I am working. It's the 20/02/26 today and still no response. On my account it shows that I am 87daysin arrears but the balance is zero. This is inhibiting me from making another loan. I am so disappointed and cannot begin to explain how this has made me feel. The frustration and anxiety this has caused me. Basically they are saying I am in arrears but the balance is zero.