Tell me why is it that I call to pay off my balanc...

Tell me why is it that I call to pay off my balance and the employees cant find it (yes with a S because I spoke with multiple). Now months later I get a letter saying I will get towed if I'm on the toll road for the same fees and no one will help me lift the tow threat. Due to incompetent staff I now have a car marked for tow. ALL NTTA FAULT for not training staff right and even "escalation desk" the lady sounded uneducated and numb to the fact her staff is incompetent