NEGLIGENCE BY FINCHOICE

The customer care consultants are very good and willing to help customers with their queries but the top management undermines customers. I am on the list of those who are in arrears after they made a mistake which up to now they don't want to rectify. I have been calling Finchoice since the 23rd of August to date but they are not assisting in any way. The problem started in July where I have made an early payment because of receiving our salaries earlier. Since I started business with them I have never skipped any month without making any payment because I trusted our mutual interest with them and wanted my credit score to be good. On the 23rd of August I made several calls and I was assisted by their caring assistants who also understood that there's a mistake and they promised that they would escalate the query to the higher authorities but the problem was said that it will be resolved but nothing was done by their top management. How can I be in arrears whilebi paid all the installments without skipping any month? This question is still not answered even when the consultants suggested that the problem be resolved. I am stuck unnecessarily because of this Finchoice negligence.