MTN South Africa is ruining our credibility as customers with the credit bureau's

I have an account with MTN that is in arrears due to having lost my job. I set up an arrangement with them in June and I have been faithfully paying but as of end of November they retracted my account from the debt collector for no reason and now I'm struggling to find out from them where my account is so I can set up another arrangement and find out what my remaining balance is. They haven't been updating my payments to the credit bureau's ever since I've been paying which is affecting my credit report. It's frustrating when MTN doesn't respond and they don't tell me what's actually happening with my account so that I can finally complete payments and be done.