Xds doesn't update credit profiles

XDS Disputes department is ***********, i logged a dispute ref XD*** i was told to conplete forms and email them back to me regarding a query with OnAir ..only for a consultant by the name of Kefilwe writing me an email confirming my outstanding balance with OnAir instead of resolving my query. I took up a contract with OnAir in October 2023 and my payments are via debit order but ive been listed for missed payments with the credit bureau. I thought the problem was with onair but it's not the truth, xds has *********** consultants who don't know what they are doing! Ive sent my bank statement showing that my payments are debited every month and that ive never missed a payment and instead of updating my credit profile they come back to me to with an outstanding balance of my contract with OnAir