Missing payment

I have made a payment on November 15 2021, but the mistake I made was not using my reference number. I sent a proof of payment, but didn't get any response. I then went to the branch the consultant at the branch sent through the proof of payment again and highlighted the mistake and gave the correct ref number for payment to be updated, a month later I keep getting emails and sms's stating that my account is still in arrears, I've been given a second case number ***. When I called this morning to check if the payment has been updated I've been told it's still not updated. I've been with cell c for so many years I'm shocked at the incompetence on just getting 1 payment updated. This is costing me bank charges cos they keep debited money from account that is not due to them.