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I havent had that experience with them but they are a nightmare to deal with. I financed a car with them back in 2010. One month I sent payment in the form of a money order in the mail but they claimed they didnt receive it although the money order had been cashed by them. They reported my account 30 days late and I fought with them for months to get it removed. They would not budge. I filed a dispute with the credit agencies and it came back as valid. It was a complete nightmare! They are horrible! I was so happy when I was able to improve my credit scores and refinance the loan through another company.
Zeroing the balance would occur if they sold the delinquent debt.
Taking a charge-off of the bad debt would not be basis for zeroing out the debt balance.
If sold, the new owner (debt collector) will likely either contact you or first report to a CRA.
Are you now seeking to pay the debt to avoid reporing of a collection, or are you planning to continue not to pay based on your contest of the debt?
Have you considered civil action to obtain a clear legal verdict on your obligation for the contested debt?