WE WANT TO PAY!

My husband and I are trying to sort out an account which appeared on our record after some years. super eager to pay the account, nobody seems to be able to provide us with the details. i emailed some collections department which referred me to emergency account details. I emailed this person and no response within the advised time. We urgently need this sorted out and don't even know where to go to get the necessary help. We even prepared to go the extra step of paying for a detailed credit report to track the source of this amount owing.