Homechoice account in default

I have been with homechoice for a very long time but I have been struggling for over a year now to get any sort of response or help regarding my account payments (not the first time, previous have been sorted) , i can't log in, they won't assist with changing my phone to receive a OTP (keep telling me i don't have an account with them), i haven't received statements for over a year aswell, come to find out my account is in default (makes sense since i can't pay **** without my acc number and the debit order dissappearing)

Long of the short i made multiple enquiries to get my payments on track and settle my account, received about two mails from them where i stated my wishes and they never came back whatsoever.... (multiple reports of no statements or debit orders)

I need assistance on getting this account out of default that is messing up my credit score...

If anyone can assist on how to get the process started it would be greatly appreciated.