Did she confirm there was still an outstanding balance on the account? Unfortunately when it comes to the collections process it can take a few days for updates.
As a form has been raised regarding this today it can take up to 48 hours for a response from the team. If you've not received a response within 48 hours let us know and we will be able to take a look at it for you.
i had a similar experience with Virgin customer service and fraud team. It went on for months with the same lack of response. Finally my husband emailed the CEO direct who resolved the matter immediately. I suggest you bypass the system and do the same