Wrong reference number

I recently discovered that I have being paying my account using the wrong reference number, I called the call centre in efforts to resolve this matter and I spoke to a lady by the name of Spokazi Mtotose, she then asked me to send the proof of payments to her so she can go through them. I did as she said till today she has not bothered to revert to my emails.I then tried to call the call centre again only for the line not to be answered.

Please I need help as this is affecting my credit score