Clearscore EXPERIAN_ BAD SERVICE

My recent credit report informs me that my Capfin Loan is in arrears due to non payment to date yet i have paid up the full amount in 2018. This account has been removed from my report ever since then until the 8th of October 2020 for no apparent reason. My credit score has gone down with 17 Points because of this issue. I'm writing my complaint on this platform because I have had way to many issues with Clearscore and the communication processes is just pathetic. One would wait for 20 days for a response and not get a clear answer or get misunderstood then wait another 20 days for a response and still no solution of what was requested . I have sent my paid up letter to Clearscore Experian hoping this matter will get resolved soon because my credit score is being compromised because of your incompetence time and time again !!!! Is it to much to ask to get assistance from 1 Person and not wait ages for things to be fixed. I need to know if I'll get my points back? I need a proper explanation this time. Imagine, when you're not satisfied with the outcome then they advised you to email the ombudsman that Is just as useless and requires way too much information for a simple question.