Product: Debt collection

In the process of moving in XXXX we packaged and returned XXXX equipment via XXXX   XXXX. Approximately 1 year later we received a charge from XXXX for the equipment we had returned, but XXXX claimed they did not receive it. At that time we disputed the charge with XXXX via telephone and believed the issue was resolved. We do not recall receiving any bills regarding a delinquent payment from XXXX since that time when our understanding was that XXXX had made a mistake on their end and had corrected the issue. We are still a XXXX customer and have been for many years and our correct address and phone numbers have been on our account. While going through the process to refinance our home loan last week we had our credit report run and it was only then that we discovered I had an outstanding charge with a collection agency, Convergent Outsourcing, in the amount of {$420.00} as of XX/XX/XXXX. My husband and I called Convergent Outsourcing and it was only then that we were informed that XXXX had sent the charge to collections for the equipment we had returned in XXXX that they deny was returned. After speaking with Convergent Outsourcing and because we are in the midst of trying to refinance our home, we agreed to pay the {$420.00} fee instead of haggle with XXXX over equipment that was returned 4 years ago thinking this would be to our benefit. My husband spoke with a Convergent Outsourcing representative named XXXX on Wednesday, XX/XX/XXXX, and he spoke with a different Convergent Outsourcing representative named XXXX on Thursday, XX/XX/XXXX. We were told by XXXX that we would get a receipt showing our account was paid in full. We were told by XXXX that we would get a deletion letter we requested confirming the removal/deletion of the charge from our credit report within 3 - 5 business days. My husband told XXXX we needed the deletion letter sooner as we were trying to get approved for a home loan. XXXX then stated that he could have a manager get the deletion letter to us within 24-48 hours ( this was on Thursday ). We had not received a deletion letter by Monday, XX/XX/XXXX, so we called Convergent Outsourcing to inquire. We spoke with a supervisor, XXXX XXXX and we were given different information. XXXX stated that Convergent could not provide a deletion letter nor would they clear the charge from our credit report and that we had been given incorrect information originally by XXXX. XXXX stated that he would be writing a letter to XXXX 's supervisor regarding the misinformation, but he could not do anything for us. We then called XXXX XXXX ( on XX/XX/XXXX ) and after being cut off twice after long hold times and being transferred to 6 different XXXX representatives, we explained our situation in detail including the fact that we paid a charge for equipment we had returned 4 years ago and that we should not have been billed for, that we had no knowledge of it going to collections, and that a wrongful {$420.00} charge toward a loyal customer who had been with XXXX for years was negatively impacting our ability to refinance our home loan. We have been a XXXX customer for 26 of our 27 years of marriage and have never been delinquent on our payments nor have we lost or damaged any XXXX equipment. The XXXX representative stated that if we couldn't prove we'd returned the equipment in question from XXXX that there was nothing more they could do for us. We are frustrated and feel that because of an error XXXX made followed by false information given to us from Convergent Outsourcing we are unable to qualify for a refinance loan that would greatly improve our financial situation at this difficult time.