Credit profile update

Can I kindly get assistance with rectifying my credit profile. The debit order did not go off for the loan account and I had to do a manual transfer. My credit profile is showing as in arrears. I faced the same issue with the access facility account reference ***.

I sent an email on client care on the 2nd of August but I did not receive feedback. When calling the client care number I was transferred to the collections department and the debit order mandate was reinstated and the agent said the credit profile will be fixed automatically and I did mention to them that it does not happen automatically as I have faced the same issue before. They said they will transfer me to the legal department but they just dropped the call.