They can definitely recall the account from the Collections Agency. I've emailed the CEO and he had someone get back to me and I was able to pay through T-Mobile and they will be pulling the account from the CA and sending notification to the Credit Agency to have it removed. Customer service has no authorization to do this. You'll have to go higher. Do you have a number to pay through T-Mobile? I’m in the same boat. I currently have active T-Mobile postpaid account but that charge off of old account is hurting my credit.
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