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Account sent to collections

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Account sent to collections

I just noticed a collection account from southwest credit services. When we called the first time the agent said that our last bill was for equipment. We had moved and we found the missing piece and turned it in. Next thing that happens was that we get another bill forwarded with EXACT same amount on it. When we called the new person stated it was for past due bill. So I paid immediately. Only problem is that it was already sent to collection agency. The collection agency says they will not remove it even though I never knew they were involved. How can I get this straightened out