S##T service dam

So I have been using this site for a while same ref number and everything payment was done 3weeks ago and I still await credits.

When I communicate with services I get the same answer I have to provide proof of payment but my app does not allow me in as I explained and the consultant will just forward me this *** message

With regards to your query please can you email us the proof of payment to *** so that we can trace your payment. Please ensure that all the deposit details reflect on the proof of payment, most importantly the reference you used

I use the same ref all the time can they not pick it up with that cos it costs us money to download a statement But really what is the ref number for then