Annoyed and Angry

My partner opened an account with Mr Price back in November to boost credit score. Paid the instalments for 3mnths then settled the account. Checked his credit score and it shows no payments made still full balance outstanding and arrears. Credit Score dropped by 33 points due to their incompetence. Went to the store and checked balance shows 0.00 and sales person confirmed acc has never been arrears. She gives a whatsapp number to contact for paid up letter still no response and its so frustrating coz its blocking us from getting credit elsewhere.