Why are you not updating my onair payment history!? I've never ever missed a payment!!

Why is my OnAir account still showing arrears, I've followed the correct dispute protocol and even sent a letter from OnAir confirming that my account has never been in arrears, I've also sent my bank statement to prove that my debit orders have been going out successfully since I took up a contract with them . This has affected my credit score so badly ! This is the second time this year !