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Collections agency??? Why???

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I have a situation, I am getting calls from a collections agency. I have had received a check refund on March 2014 and 8 months after that I started getting the calls. Nobody (customer services) knows about this balance, they gave me different versions and my credit report still afected. NOBODY KNOWS, but I am sure I did ALL my payments, ALL of them.
I received a $2.15 refund check and they "said" it is a pending balance of $97.15. Last payment I did was on 2/20/2014 for $100, the balance has been paid in FULL. Please let me know why nobody knows about the "pending balance".
I was AT&T client for 5 years.....until I requested an information about new offers and a Customer Services Rep talked to me so bad....same on an AT&T store. I hope someone help me with this situation. THANKS!

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