Standard Bank negatively impact ITC of good payer

I have a Revolving Loan with Standard Bank. Every month i do an inter account transfer from my main account to my savings account where the debit order for this loan goes off. The inter account transfer is immediate and the money therefore reflects immediately. The debit order for the loan successfully goes off my account every single month.

I recently app**** for a cellphone contract at Telkom and was told my application was denied due to my Credit History. I was totally shocked as my credit history is really good and i never miss a payment.

I went to pull a Transunion report and when i went through it i noticed that this particular account shows that i was 30 days in arrears for Jan and Feb 2018. I then called in and they confirmed with me that my account was in their collections department in Jan and February.

Doubting myself and thinking that maybe for one or other reason i missed payment, i went to go and pull my statement and it shows that every single month on the 1st i transferred the money and on the very same day the debit for the loan goes off.

If i had missed payment or made a late payment and my account did in fact enter the collections space, why did i not receive any sms's or calls? how can a account enter a collections space and reflect as a missed payment or late payment if the statement from which i pays shows that the debit order went off on the very same day that i agreed it could go off? also, if the payment was in fact a day late, which it wasn't as per my statement, is Standard Bank really going to negatively affect your ITC over that if you have been a perfect payer ever since opening any account with you?

What is also worrying is that it reflects that i did not pay/paid late in Jan and Feb when i have made payment on the exact same day every month.

After several phone calls and being transferred from pillar to post for 45min i was told that i need to go into the branch so that they can assist me.

Now i am expected to be inconvenienced even though i have made payments every month just to ensure that i can rectify my ITC that should never have been affected in the first place.

I would like somebody to call me so that i can be assisted without having to go into the branch and i would like this matter sorted without hassle or i will have no choice but to go to the Ombudsman and explain to them that Standard Bank does this sort of thing to good paying clients