Missed payments reflecting credit score but u took my money every month

I don't understand how this company works. I have two account with Lewis store's and I left my job and kept paying my account faithfully until I noticed I can't afford the full amount per month. I then contacted them they came to reduce my payment and set up my debit order. I noticed they never deducted the money the first month and I contacted them again as I know this affects my credit score. Still no luck I started going into the grassy park branch to pay directly as I use to they before they said they are not allowed to cancel my debit order. They called me up one day and informed me that my interest is piling up and that it's having a negative affect on my scoring at the credit bureau I was shocked at this as no one mentioned this when they ran to set up a debit order. Now that I have increased my debit order to the normal amount it's debiting as per normal but I checked my scoring and known of my payments for February march nor April is reflecting and my scoring is still dropping why? No one can answer me I will take this up to the ombudsman for further action I feel this company has a bunch of ****** seriously!!!! I want answers and this rectified otherwise I will name and shame u all over the social media