Payment from 1 Nov still not allocated to my account on the 26 Nov

I have made a payment on the 1st of November 2019 it is now the 26th November 2019 and still nothing showing on my account, I got in contact with the service agents today and got told there is nothing they can do for me as there is no Ref to refund the cash, I made payment through the easy pay EFT option there wasn't any field to insert a ref #, This must have been some of the worst service I have ever received... @LOTTOSTAR Please delete my account,,, WHAT A WASTE!!!