Poor customer service / unclear process

I am not happy with how the customer care agents engage us. First of all the agent called me on a public holiday and he was so rude its not even funny. The wrong reference number was sent to me via sms. Okay so I paid the amount which they claimed to be due for the virgin active account and used the reference number that was sent to me via sms. I called to find out if it was received and I was told I used the wrong reference number and the payment was not allocated automatically. I the asked for the email address to send the proof of payment to so that the payment can be allocated manually. To date the payment has not been allocated and every time I phone I am told that the pop was not received and I get given a different email address to send the pop to.