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Always ask for a Debt validation first and then if they validate the debt then do PFD.. They may not beable to validate the debt.
I'd vote for a physical letter to them. If you can, ask a representative for an address or name of a supervisor and send it RE: My conversation w/ XXXX. The whole postal service way lends iteself to less urgency, vs. calling which makes it seem like an urgent matter and you are desperate, and therefore they can hold strong on their $$$ amount and not negotiate