*****/ incompetence from Direct Axis

My wife settled her DirectAxis loan with the reference ********** 6374/ DAF16408A on the 18th of January, mind you we called in for the reference to avoid there being any errors. She received a settlement let on the 29th of January 2018 and thus far there has been no problem. She recently sent in all of her paid up letters to her debt councilor only to find that she was given the wrong reference and someone else's loan account was settled. Either there was ***** or incompetence, but nevertheless this issue needs to be resolved quickly and with as minimum effort as possible from our end or else we will have to escalate the matter to the financial services ombudsmen to get you to perform a journal of the money into the correct account because genuinely this utter nonsense. We would also like a statement from December showing any and all balance because we can't even know if the amount we had to pay was exaggerated.