Paid up letter received and still they say we owe ***

We took out a loan. On the 13th of November we requested settlement letter to close up the account. The rude lady says she can only send the statement and what the balance is our settlement. We settled the loan on the 15th of November. After a week we finally on the 26th of November received a paid up letter. Now we received and SMS we still owe. When we called they say we should have asked for settlement. I told the lady please listen to the recording of the 13th november where this lady told us statement balance is the settlement amount. Now we have a paid up letter and they say we we still owe. COme now wake up because we do not owe you guys nothing