OZOW payment with wrong reference number

Due to the lockdown in SA, most clothing stores were closed. On the 2nd of May 2020 I paid my ACKERMANS account online via OZOW and made a screen shot of my payment. I realised after a few days after I received an sms that I am owing my installment that I used a wrong reference number. I quickly contacted customer care and they advised me to send an email where iv attached my screen shot and my transaction history of the payment from my banking app. They told me they will address everything within 24 to 48 hours. A week later, nothing has been fixed. I paid my account mistakenly with a wrong reference number and now my account is overdue and I can't be helped. It's been a week since I sent the email.