Payment allocation

Can someone please help with Ref Email Received - [EXTERNAL] payment_notification.pdf. B Phekabosigo. Customer no. *** - Ref *** and Ref ***.i sat over 30 mins on a call requesting this payment to be allocated and the consultant kept telling me that they didn't get my email wheres I've send two different emails for the same account and I received a Ref no for both of them.