ABSA AVAF worst communication

I had an issue recently with ABSA AVAF (Asset and Vehicle Finance) according to them i missed a payment in December 2020 which i had only been notified off in August 2020.

I spoke to one of the tracers who said he would assist with a payment plan on agreeing to have it settled over two months, no direct debit went off my account for the additional payment in December 2020 i was contacted once again and this time advised as my payments are all up to date i am able to request for the outstanding payment to be capitalized, i processed all of this in February i noted my outstanding amount still had not been capitalized when i called i was advised my account had been handed over for collection and the call centre could not assist, no calls no contact no update in between just handed over bearing in mind all my months of payment are up to date except an incident wich took place more than 18 months ago and no once notified me off it until a year later, long tsory short i agreed to pay the amount to get it cleared to months later and my credit score is still low and it reflects account in arrears when is ABSA going to update the record??