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BT can't locate my account to enable me to pay debt

I had a flag on my credit file and raised it with Equifax.  BT came back and advised of the debt amount and to call customer services.  Called customer services three different times and no one can access the account as its over two years old. I was advised to go back to equifax.  Raised a second query asking for account detail so I could pay, and they came back saying the debt would stand and I should call customer services.  It's £35, I'm not interested in disputing it, I just want it paid and off my file but BT can't seem to facilitate this?

has anyone had a similar issue and how did they manage to pay in the end?  I'm going to have to raise it with offcom/financial ombudsman as they're actively trying to prevent me from settling the account. 

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