No accountability

I asked for a call regarding SMS messages that i received stating that my account was in arrears- i sent all proof of payments through and paid extra on- top of this and still no correction or phone call to correct this- i see it has also noted a 30 day payment arrears on my credit profile which is in no way correct. I also get told that the ref number i used on my payments was not correct!! shocking as on the proof of payments since inception i used my ID number and this was the excuse and lack of accountability i received. I want the account updated with all payments and my credit profile fixed immediately. I have also lodged a consumer ombud complaint