Product: Debt collection

On XX/XX/XXXX I called two financial companies about debts that were in collections. I already submitted a complaint with cfpb but I think I gave the wrong information and when I realized my mistake and submitted the correct information the cfpb and the company said that my complaint was already complete so I am submitting it again because this issue was serious and it seriously affected my credit when it shouldn't have and the company did nothing to correct it. 
Long story short I got a notice on my XXXX XXXX that a debt I owed was now in collections and it affected my credit. The only information it gave me was the companies address and phone number and how much I owed. It didn't say who it was from and it didn't give a reference number. I will submit a screenshot of my XXXX XXXX showing all the information that I had. 
I then called and spoke with a lady named XXXX or a lady XXXX. I'm not sure which lady it was because I called a week or two later and spoke with another woman ( either XXXX or XXXX ) and that lady helped me and allowed me to pay. 
But on XX/XX/XXXX the lady who I spoke with said unless I had a reference number she wouldn't continue the call and would hang up. I told her I was just trying to figure out what the debt was from so that I could pay it. She said the same thing. So I asked if there was another way to verify who I am. She said if I could verify my address she would talk to me. I listed every address I've lived at over the past 5 years and she told me none of these matched which was a lie because the second lady I spoke with a couple weeks later said that it was from an address that I gave to this first lady yet the first lady refused to talk to me or let me pay. Then she told me I should've received a letter in the mail and a text. I said I hadn't but asked if she could just text the number she had on file for me since I have had the same phone number for years and I was speaking to her while using that same phone I've had. She refused and ended the call and my credit went down and it severely affected me and my family are currently looking to rent an apartment and we were prevented in doing so by this. 
Please ask the company to allow you to listen to these two phonecalls and decide for yourself if what she did was right or not. This lady 's actions hurt my family a lot and this company hasn't done anything about the lady and hasn't apologized or offered any type of resolution. 
The calls are as follows : XXXX XXXX confirmation number XXXX XXXX Confirmation # XXXX ( one of them is with a very nice lady who helped me and this message isn't about her but as I said I called this company twice as well as another company and I wrote down the confirmation numbers and names but I'm not sure which one is which. ) The companies info is in the screenshot that I will upload. That is the only information I had when I called. They handle collections for national grid I found out. The second screenshot shows what my credit was on XX/XX/XXXX and how on the XXXX when she didn't allow me to pay it dropped severely... I've got it up since but it ruined my chance at a very nice apartment at the time. 

Thank you for your time and I look forward to hearing your response XXXX XXXX