Tarnishing my credit record!!!!!!

In April of 2020 when my salary was reduced due to Covid I was approved for my credit insurance to cover 3 months instalments. Fast forward to June 2021, consultants starting calling me to make arrangements for the arrears on my account. Impossible as my debit order has been going off every month. Turns out the June 2020 instalment was never paid by African Bank as they required my June 2020 bank statement, which nobody informed me about. After countless phone calls the June 2020 instalment has now been paid in October 2021 but the arrears is still sitting on my account, tarnishing my credit record! As a result of the arrears my credit card has been blocked! I have been advised by a consultant to email Carol Hlalele and Lanie Van Staden which I did 13 days ago and following up in between. 13 Days and nobody has come back to me with even just a 'I will get back to you'. Terribly disappointed in the lack of service as I am a loyal customer for many years. Stay as far away from this bank as possible!