Koodo Mobile review: Service in attempting to get information on a late payment no response to email

I purchased my cell phone at amazon. I signed up to koodo mobile at a kiosk at carlingwood shopping centre, ottawa ontario. When I asked where to go to look up payments on my account they referred me to a telus store in carlingwood shopping centre in Ottawa Onario. (THAT STORE IS NOW CLOSED). My cell phone number is [protected]. When I checked my credit score I noticed it was 680 september 01 2023 which is good but had dropped to 641 over 3 weeks and now my credit score is fair. this is serious as I may not be able to get a loan I was trying to get. All of my payments on a graph through 2021 and 2022 where all in order with no missed payments. My 2023 graph showed one missed payment which I did not recall. it turned out to be koodo mobile and there was a missed payment of 110.00. I needed to know what happened and what this was. remember I am a senior so I am still adjusting to using my mobile phone, I have not texted and do not know how to. I now have spent 4 days on computer and phones through koodo and have not been able to talk to a live person or resolve my problem. I want to know what this missed payment was I have even sent an email to head office with no response. if there was a mistake I would like to have this action reversed so that I can retrieve my good credit score. I never knew that an inquiry meant this would lower my credit score. now to complicate this I have lost my cell phone, my son cannot find it in his van. I want to retrieve it and have tried to phone and I dont know what to do whether to cancel my phone, can someone please take the time to work out these problems with me. thank you. mary lyn hannah my landline is [protected]. my email is [protected]@gmail.com thank you.