BAD SERVICE and INCOMPETENCE

I made a payment via FNB ATM, unfortunately, I lost my POP and used an incorrect reference. I called these *********** people and explained, I even wrote an email explaining. They made me seem like a **** and told me that they can't look for an incoorect referenced payment what if someone else did the same, my response to these lazy *********** agents was that, even if someone with the same amount paid, surely we can't all make the same referencing mistake. I even advised them that I think the reference I used was short of a digit or I used my surname; can they please check? THEY WERE UNHELPFUL AND ARROGANT. I HATE DEALING WITH THESE ****MERS CALLED IMPACT; they overcharge us as well. I will put forward to the Trustees another company and get rid of them as a service provider; they are a pain to deal with, unprofessional, and lack empathy. If I could I would get rid of them ASAP.