Negligence and Ignorance

One of my account was paid up while still under debt guidance, they did not close it or request a paid up letter now that account is handed over to the lawyers and the interest is been growing ever since then without my knowledge and now i am stuck because they can not help because i am no longer with them any more and these news are getting to me now that i am trying to clear my name from any account that once had. It's been back and forth with debt guidance because this account was terminated during their time and they don't even know was it terminated but my issue is that why was it terminated while they were still deducting the money and marking it on the statement that it goes to the account