Unresolved account

i had a Woolworths account opened in 2011 and due to unforseen conditions i ended up paying my account through the collections department. I fully paid the account around 2013/2014, since last year 2018 iv been trying to open up a new account with Woolworths and it gets declined am told about the account that appears on their system, i contacted the finance department so that i could assist and i was to to call nd i did, i was then told i needed a paid up letter nd i should email an agency called Ceded agency nd of which i did almost 2weeks ago, and no response at all and it seems like i will never be able to get hold of the agency because i even Google the agency it doesn't come up. Am taken from pillar to post unnecessarily.