Debt recall

I am trying to pay an unpaid balance from a divorce several years ago that I did not know about. I called customer service and disputed that I was unsure who to pay as the balance shows as a current balance on my Xfinity account page, however, it also shows as a balance with a debt collection agency on my credit report. from my understanding this means that the debt was assigned to this agency, but never sold and could be recalled by an agent. 

when I spoke with customer service last evening I was forwarded to the billing/collections department and I mentioned about having Comcast recall the debt, and I can pay it in full directly to them. however, I was told I could not do it over the phone and was directed to a local Xfinity store where they would be able to call and have the debt recalled, and I could pay it directly to them in the store right away. I will be given a receipt stating the debt was recalled and it would be removed from my credit report. however, once I arrived At the store location, they told me that was something they could not do, And that they had never done that in store as it was only an option through the billing/collections department phone number. I explained that is who I talk to, and that they had sent Me to them. They apologized, but said I could still make the payment, but it would still show up on my credit report through the credit agency. 

I did look for the direct message option on the forums, however nothing pops up in the area that has been directed on several threads. 

I would like this solved and removed from my credit history and not just listed as paid in full. I and willing to pay this in full and have this resolved once I am given notification the debt has been recalled.