PAID UP ACCOUNT

I am so disgusted in the service and communication with agents from the TFG group. My Sportscene account was handed over to vericred, I received a discount to pay the account in full and was given a month to decide whether I need to pay the account in full or pay monthly installments. I then made the decision to pay the account in full. I received the settlement letter from Vericred, paid the account in full, received the clearance letter stating the account is closed and that I need to call TFG group to officially close the account so that they can clear my name at the credit bureau and also update it. Now my problem that I am facing is that the account was paid for on the 28th August 2019, I received the clearance letter a few days thereafter and I have been emailing the TFG group the first week of October already. The first email stated that they have received my information and will revert back to me, second email was that they are investigating the account - I then asked why is the account being investigated, the response was I owed Agency costs???? So how can I be owing if the account has been paid up and a clearance letter was sent to me stating the account has been paid up ??? I have been emailing TFG group again the 14th October and no response... what the hell is going on???!!!! These retail companies can call you 10 times a day to pay your account but when you have paid up in full they want more money or just cant assist! I HAVE IT AND I AM GOING TO TAKE THIS MATTER FURTHER!