Credit card

I have been in arrears with my standard bank credit card but for two years straight I have been paying slowly but surely .I keep on telling the consultant on the phone that I have made this arrangement to which they say they have updated on their side then when I check again the next consultant says no it hasn't been done on their side ,my credit score is pathetic because of this .I do not want to divulge in giving out personal information via email as they have requested because I've been a victim of ***** through standard bank and I never got a cent back all I want to know is that instead of saying that I missed a payment or that my installment can't be kept the way I have discussed I can afford ,can standard bank assist with speaking the truth in terms of my installment and to get my credit score on track as on credit score it shows that I miss a payment every month which is not true please can someone assist with this as I am having no joy telephonically