CREDIT SCORE ISSUE

I asked FNB for a paid up letter for a temp loan. They eventually got back to me and sent the paid up letter. Next best thing, my Clearscore & Experian credit report drops 21 points due to FNB claiming that the account is in arrears with a missed payment in April 2023? I have no temp loan with you guys or I wouldnt be able to use my account. I even have a recent paid up letter from FNB. I worked my credit up only for FNB to say the account is in arrears. It's actually impossible for a smart account to be used if it owes a temp loan. Can you guys correct this on your side and send it to Experian?

Also I can't download a clearscore or experian credit report, it can only be viewd online. I can only send screenshots