INSTRUCTIONS FOR LOAN SETTLEMENT UNCLEAR

I downloaded a quote for settling my revolving loan account from my banking profile and made the transfer/payment within the allotted time. I emailed the proof of payment with the reference number to the given address, but my loan is still appearing as unpaid on my banking profile. I spent 20 minutes on the phone with an agent who told me that the funds were not 'correctly' transferred and that the payment needs to be located and then allocated to the relevant account.

Please have someone call me about this ASAP to get this sorted out as my current loan balance is now higher than the settlement amount, and I refuse to be penalised for following instructions that were unclear or incorrect.