Faulty Judgement on Game RCS account

We are so taken back with Game RCS. A few years ago, we app**** for finance to buy an appliance. The application was approved and a debit order was arranged for payment monthly. From a R19000 loan we are now left with a balance of R3000. our debit order has gone off monthly and we have never skipped payment. A month ago we app**** for bond, and didnt worry about anything as we know our credit records are both very good. To our disappointment, the bank declined our offer as my husband had a judgement on his name for R19000 which was written off. When asking the banks to advise who the retailer is as we not aware we were shocked to find out that it was Game RCS that had written off funds in January this year - stating no funds collected. When phoning the call centre, the call centre could not explain what is happening as they can see we still paying the account off and the account is well maintained. they cant explain to us what is happening! after 4 emails and poor responses we had a response that ITC update department is now handling the matter but we have still heard nothing. My question to this messy and costly mistake. Who wrote the money off? how can money be written off if the account is being paid monthly. is this not *****? our credit record has been jeopardized due to someone not doing their work right. no apology has been given for the mess that Game RCS has made, and the mess has still not been sorted out. How does this Happen?