It went to collections. That stays on your credit for 3-5 years.
If they refuse then you can just refuse to pay until they relent. Their only alternative is to take you to court or sell to the next collection agency down the line. Creditors and collection agencies won’t take that action except as an absolute last resort.
My personal experience has been that it is 100% true that, if paid in full, the item is removed.
Better?
https://www.experian.com/disputes/main.html
https://www.transunion.com/credit-disputes/dispute-your-cred...