Not good

So my Telkom account has been arrears because I was employed, and then handed over to trace online. Fast forward to last year, I am permanently employed and approach my bank for a personal loan so that I am settle my account - this was November 2019. I waited till January 2020 for a paid up letter. Today, 5th August 2020 my credit record still reflects outstanding installments for telkom. Why??? During this difficult time, I am unable to apply for financial assistance or relief. I am not even able to install fiber to be able to work from home and stay clear of the virus. I cannot apply for car finance neither a home loan. So much effort from you and your employees for your money but now I have to wait my life away till you decide to update your records.