Cell C refusing to alot my EFT payments because I used my ID number as reference

I have been with cell c since 2003 and this is the first time I am complaining about your service. Your collection Call Centre agents on today's shift seem to lack understanding of basic banking principles, or your new policies are regressive I change banks recently and the bank was unsuccessful in moving some of my debit orders. I have two cell c accounts and I paid Cell C Via EFT twice now and used my ID as number as a reference only to be told today, that my reference number is wrong, I can't use my ID number as the reference as they cannot pick up the money. I thought my ID number would be the clue. I paid both phone accounts in one payment on the 23rd of April 2024 and another today using my id number as a reference. Why has the money not been allotted to my accounts? How can you see my ID number as reference and just ignore the payments. Your call centre agents today cut me off 3 times as I was explaining to them that the payment should be picked up by my ID number the more, they are telling me I needed to put both reference numbers and as I was trying to explain that I made both payments at once and there was not enough space to put both reference numbers on the online banking so I used my ID number and they were doubling down and getting defensive. I will admit I started getting het up due to frustration and they dropped the call. I have called 5 times now and I am currently holding for 26 minutes now. I need this to be rectified- it is the simplest thing in the world. To add to this- your staff are usually fantastic and knowledgeable and sort things out in real time, but today I seem to be struggling with this. Your assistance will be greatly appreciated.