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You appear to have two separate issues.
One is the continued reporting of debt balance on an account that you consider to have been paid.
The other is the exclusion date of any reported derogs.
As for item one, they may consider the amount you paid to have not been adequate to cover the full debt.
What proof do you have, such as billing statements, that support your assertion that the debt was paid in full?
As for item two, what are the specific delinquencies and/or charge-off derogs that have been reported on the account?
Each type of derog has its own credit report exclusion provision and date, with monthly delinquencies excluded no later than 7 years from their individual dates of occurence, and a reported charge-off being excluded based on DOFD.
If they considered the prior payment to have been insufficient to place the account in a paid status, then delinquencies after 2012 could still be proper......