Financial services poor service

I have been trying for months now to clear my record with Woolworths. According to them I have a credit card which is in arrears for more than 6 months now, and I do not have a credit card with Woolthworths. I tried going into the store to rectify this and they promised to sort it out, but when I go on the app it still reflects that that im in arrears and that its been handed over to an external collections agency. I haven't had any calls from this agency, but my concern is that this will create a negative reflection on my credit record. I have emailed financial services twice already, in March and again in April, and no one even had the decency to respond to the mail. I'm very dissappointed in Woolworths financial services, cause normally they try to help the customer.