No proof of payment and not updating the credit report

I have an account at Bayport and we agreed that I would pay them R500. 00 per month and not the whole installment because my financial situation changed I have been paying them since I before they made me sign an agreement form and up to now I am still paying but they are not sending me proof of payment and I have requested them to update my credit record and they agreed but today I spoke to Collen Mophuting asking why they were not sending me the proof of payment and why were they not updating my credit record as promised and I feel that they need to update my credit record and when I checked my credit profile it shows not updated since 2018 to date