Cant update my score ?

Our credit score has been mediocre for years according to experian yet I've not had a problem getting a small loan if necessary. Its now classed as poor which I dont understand. We have paid off our mortgage and two credit cards. When I applied for another £1000 loan it said rejected and it said I was still paying £1300 a month towards a mortgage but we are not !  Looking at the report on the MSE club it says the mortgage account is closed yet somewhere it still thinks we are paying the £1300 which obviously affects our affordability... where is the this information and how can I tell them they are wrong 

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