Bad Service! I'm listed a bad payer yet I follow their instllment directions

Good day TFG

i hope this email finds you well,

I am in a process of applying for a home load and I am getting feedback that my TFG account isn't paid up or not being paid well. How on earth is that so because each month I pay my account and I have been getting calls from your people offering me services and thanking me for paying my account and that it is in good standard.

Why is my name still listed under bad payers??? What more should one do to make you people satisfied?

This is ************ and no acceptable at all!

Can I get clarity here please?