Ridiculous service

I spoke to Thandeka from Client Service Department on Tuesday and requested that she send me the company banking details and deposit reference number so that I can be able to make payments for my policies. She sent me the details and I cannot make one payment due to an error I am getting from my capitec app saying "invalid format" on the reference option which is strange because I was able to make two payments just fine.

I send Thandeka an email informing her of the error I received. She is telling me to use another bank because Capitec tends to have that error however how is she providing customer service when it is inconveniencing me? Where am I going to get another bank when I only use capitec? She also said I can use cash deposit, so I must go to banks and stand on long queues during month end? I cannot make a payment on the Portal as well.

This is ridiculous!!!!