Wrong reference used in payment

On the 31st of October 2019 I tried to pay my Capfin account:‪‪***0‬ through my capitec bank app. The problem is that, I used the wrong reference number in the option "Beneficiary Statement Reference". I was supposed to put my account number:‪‪***0‬ but I instead put my initials(A. Majangaza). Now, the money is not reflecting as paid even though it was taken from my account. The sad part is that capfin consultants cannot help me because they say my account was handed over to instant berrys(or something like that). I asked why was my account handed over? The consultant said because I missed the payment.... Me: "Which month did I miss?" The consultant: "Sir I can't help you" and drops the phone. I never missed a payment, my October debit order went through on the 25th and my next debit order was to go through on the 25th of November. But I paid the account up, only problem is the mistake I did. Now tell me, Capfin does not have someone who can apply common sense and see that the account of the person "A. Majangaza" belongs to this account number (***0‬) and allocate the money in that account? It's not like the money went into a wrong person or account number... It went to Capfin FNB's account(***‬) only with wrong reference number.

Your collections company is as useless because I explained everything to them only for them to reply by saying that the amount wasn't deposited into their bank account(which I told them before hand that, the money was in fact deposited into capfin bank account on the 31 of October. Now I have my money chilling there in Capfins Bank account while my debt is still the same. Please do not ask me to call you because Your consultants will ask for my " I. D number and details" and then just tell me my "account was handed over" without even listening to what I am about to tell them. Because the account was handed over after I paid the settlement amount.

DETAILS ARE AS FOLLOWS: Capfin account I was paying: ‪‪***0‬ Amount deposited: R4160 Amount deposited into FNB acc(capfin bank account) : ‪‪***‬ Wrong reference used: A. Majangaza Reference was supposed to be: ‪‪***‬