Your poor service is negatively impacting my credit score

Good day, I was retrenched last year November and because I have a credit life insurance my credit card was paid for 12 months in advance as per my policy contract. I just learned a month ago that my credit card has been listed with TransUnion as in areas by Standard Bank and I don’t know why. I have tried to get answers but no one is able to assist. I have sent emails to my banker and no answer regarding this matter. I even went to the branch where they told me to call their credits card dept, which then put me through to their collections. They also could not help me and told me to call their insurance dept, this was on a Saturday morning. I did on Monday and they promised to call me back and they never did. I am so frustrated as this is impacting my credit score negatively. Why am I struggling this much to get an answer ………….