During desaster period just no help

I am fed up with this company really unacceptable. at the start of lockdown, I was contacted and asked about arrangement for my instalment, seeing that my husband was not working for 3 months, I was offered an arrangement for 3 months at 50% of my normal instalment, I asked the person if this would reflect negatively on my credit, they said no because they agreed to the arrangement, I kept getting phone calls saying that I short paid, when I explained they said sorry for the inconvenience, but calls kept coming, I kept mailing then to enquire what is going on without any response. I received my credit report, and it states that I am in arrears, which now makes my credit rating bad. why do they insist on helping you during a crisis situation, but not updating their systems or actually helping.