Proof of payment nonsense- Mobi Money

I really thought my relationship with Finchoice would be long because the company truly bailed me out when I needed it but after this week oh may I never have to deal with them again. I Settled my mobi money account on the 26th using the EasyPay payment option because in the settlement letter it said I’ll use my unique reference number. That to me sounded like the best fool proof option because the reference number will ensure funds are allocated correctly. My bank account was then debited as such I contacted them for a refund because I had previously settled the outstanding amount. Tell me why when asked for proof of payment which I forward directly from my banking app I am told it’s not enough because it does not have their banking details displayed when I used Easy Pay!!!!! This is the only proof of payment I could forward from my banking app which even has a reference number displayed now I need to go to my bank to try and find this proof of payment that displays their banking details even though I used EasyPay! Oh what a terrible experience!!