Premium collection

We have a policy with dove so it happens to make premium payment via their absa account and we had a wrong reference no ,only to find out by December 2020 that policy was not paid when had to claim from them ,we made a payment immediately. After all we tried to find from by sending a proof of payment with wrong reference but correct account then we made follow up but they couldn't pay us back we got this tickect I'd 435777 and map-931785 but we never got any assistant till today