Mobicred refuses to release call recordings

I had a payment arrangement with mobicred back in November 2019 for the outstanding amount owed on my account, before the arrangement period was up mobicred handed me over to collections agency ITCBA. When they called to make another arrangement with me, this time with their own added charges I profusely refused to make a new arrangement. Mobicred refuses to assist me despite numerous calls emails as well as mobicred WhatsApp line and still no valid response from mobicred. I also requested the call recordings but it has now been a 6 weeks since "Renay" call center manager for mobicred was supposed to contact me back concerning whether or not mobicred acknowledges that we had a standing agreement when they had handed me over. This is very underhanded behavior from mobicred whom I've been a loyal customer since 2014. On the telephone mobicred consultants agree that I do not owe them any outstanding amount but my credit report shows that I am now 4 months in areas negatively impacting my scores. My next move now would be to contact the credit ombudsman to investigate my claim of having an arrangement with mobicred as they refuse to give me copies of my call recordings. Still waiting Mrs. Call center manager Renay