Ozow instant EFT deposit not reflecting after 8 hours

I made a deposit shortly after 4 am today using Ozow payment gateway however the money did reflect almost instantly as it was supposed to. I contacted support but I didn't receive any response. Altcointrader Facebook page admin told me that I entered the wrong reference number. I am still shocked because when you use Ozow there is nowhere they ask you to enter a reference number. I am very disappointed with poor service rendered by this company. I paid 1.4% of the deposited amount so that the funds would reflect almost instantly. However it is after 3 pm there is no trace of my money and no response from support. Usually it gets deposited almost instantly, today things have changed.