Unpaid cellphone claim

I paid a access fee for a claim i made for my lost phone morevthan six weeks ago. They ask me for the reference i used and i gave them. They rep**** to say they cannot locate the payment. I then went to my bank to get more proof and forwarded it to cell C. They still came back to say they cannot locate the payment i must produce rhe reference i used.

What annoys me the most is that i kept on replying to explain that maybe i made a mistake with my reference but the evidence i provided proves that the money came from my account into theirs. Not a single person called me to date to offer help. I keep gettingvthe same responce from different people through email. If a person doesnt remember which reference was used does that mean they cant check against payments they received?