Paid up account now showing I'm in arrears

I checked on the app and it says my Woolworths store card is in arrears this card was paid off years ago and should be closed and this is the reply I received Thank you for your email. Our record shows that your account was handed over to an agency. Please contact our Credit management department on 0 ********** 22, for assistance in this regard. For any further information do not hesitate to contact us on ***/20 or via e-mail on ********** Kind regards Waseem Hoosain This account was paid up a year ago (yes I have proof) and i have been using the app to shop all along 2 days ago at the accounts it shows my card has been handed over this account was supposed to be closed this better be sorted out today otherwise I'm reporting you to the NCA and my credit record also better be sorted out