Payment not allocated

Hi, I have paid my account on the 2nd of January already (my debit order bounced unfortunately). I made a mistake when I did the payment and did not use the correct reference. I subsequently sent the proof of payment to *** on the 8th and have a reference number: 4010****61

To date, the payment has not been allocated and I am receiving sms's that my account will be suspended (it was already suspended earlier this week but was reactivated)

I'm reaching out here as I'm hoping that my issue can be escalated and resolved