Poor communication

Absa card division referred my complain to absa attorneys, the email it seems as it's not active because NO ONE BOTHERED TO REPLY. Who else can assis me. I keep paying the credit card on time which arrangements are in place BUT CREDIT BUREAU STATUS ITS MISSED PAYMENTS EVERY TIME AND THIS KEEPS AFFECTING MY RECORD. Why do I have to honor the arrangements which benefits only ABSA. What a Bank.