Capitec app failure

Am frastrated with the Capitec app and their call centre agents. I have been trying to transact on the app for the past two days but I keep getting an error saying invalid format on my reference number. Called Capitec for assistance as am certain my reference number is correct and doesn’t contain special characters but the agent told me she doesn’t know why it does it I should delete the app and download it again, did that but still getting the same error….. why have Capitec registered beneficiaries if this prevents customers from paying them ? And when I try add the beneficiary it tells me to convert payment to registered beneficiaries but it fails

This app is ridiculous, imagine having to go to the branch for something I should be able to do on the app. Very *********** compares to other banks