Credit score negative impact whilst still making payments

I could not meet my personal loan repayments due retrenchment in 2020. I even claimed retrenchment cover from IUA, the credit life company associated with the loan. They stepped in and paid my installment and then the cover ceased. I still don't receive a monthly income yet arranged to pay a lower amount monthly, which I have been doing. Needless to say they handed me over to NBA to continue these payments and then on 31 August 2022 proceeded to file a default against me on my credit record, which has brought my score down from excellent to favorable! Given the circumstances and the continued payments I make, surely this is unacceptable? I want this default removed and my score moved back to excellent