Incorrect information recorded on my credit report

Took a contract with ON AIRTV in 2022 June/July debit order going off on my account for the past 2 years with no issues. Find out last month that they listed me under credit bureau that I had missed a payment with them now that's a default under my name . I never missed payments ever. I've been trying to get hold of them since and even sent an email explaining issue and the response I received was that an agent will call me as soon as possible but days have passed . What I'm interested in is to why they listed me as if I missed a payment when they debit the money on my account ? Is it because I don't want to renew the contract with them because after I started last month to tell them I don't want to renew they did this. I try by all means to keep my credit score clean but they just decided to mess it up . I am still waiting for the response and will continue to take this matter up