Payments!!!

I opened my very first account with identity i made my first payment and i also make an extra payment to make sure things run smoothly. Month came where i made payment on the app and the reference number they have provided me with. So far ive made 4 payment 3 with banking app one cash payment inside the store. I have proof of payments all of a sudden im in arears they cant find my payments so tell me, where did my money go too. I got an email stating i need to make a payment again why???? After i made more payments then ive actuslly visited the store. This is sick really. Identity is the worst customers service one can experience. I then went to the shop queried this they tell me to sent proof of payment wow disgusting i honesly cant wait to close my account with them. Honeslty dont like accounts and thought why not open one to find out for myself this is reason i dont open accounts. People harrasing you calling you everyday for payment but they cant find your payments stupidest thing ever. I wont ever go to identity again.They are ruining my credit score i can only blame them