Payment of account

My son has an account at Edgars which I pay monthly, instead of going into Edgars to pay every month I asked for there account details and what I should use as a reference number, this was provided to me by a staff member at the Clearwater Mall branch, I subsequently have made payments, the reference that was supp**** was incorrect and therefore has not reflected as a payment on his account, I have emailed and tried to phone many times in order to sort this out but get the run around, my son has just received a message that his payment information has been listed with the credit bureau, the lack of assistance I have received from Edgars is ridiculous.