Bad service

I took out a loan from them, missed payments as I was no longer working , then got back on track and paid up the account.I have been trying to have the record on my credit score removed but no assistance what's so ever. This one time I received an email that it won't be removed it stays on my credit record forever. I've reported them to experian as well. Please remove the record as I have paid up the account, it's ruining my credit score.