How much more embarrassed do you want me to be?

I have been trying to no avail to establish why you guys are not updating my credit record, given that I pay both my loan and credit card on a monthly basis and have been doing so since December 2019. I accept that both these products are in arrears and I have explained to the point of utter embarrassment the reasons therefor, What is the reason that my ITC credit record reflects "no payment received" since December last year, yet I have been making regular payments every month