Unkept promises

I had defaulted on my Truworths account and it was haded over to RL Daly. I was informed that by making a payment arrangement andHonouring my monthly payment arrangement I will improve my adverse credit score. However I only found out recently that all these months sticking to the arrangement, my credit profile shows that I haven't made a payment on the account for months now. Clearly it was never updated. I have tried to find out what has happened from one of the consultants and have heard nothing