Could not assit?!! even with a reference number

Yesterday i received a sms saying that i must remember to pay my account, which took me by surprise as i already made a payment 2 weekends ago via eft straight from my bank account. After i selected the option for the payment to go off, I received a sms 28/07/2015 saying that the amount will be deducted and will reflect with 48 business hours with a quoted ref number for the payment. So yesterday i call in as i received this sms saying i havent made payment yet and the agent tells me it doesnt reflect and i have to get a bankstatement (which costs me money) and then scan it in or fax it to them, and he is also not able to make use of the ref number provided. So i would like to know why I must make all the effort to prove i have made a payment but Mr P assured me in the sms saying that funds have been debited and will reflect and also even gave me a ref number for the payment. Now my account reflects in arrears due to lack of service or system errors?! I will be sure to close my account as soon as i am able to and i hope i will not experience any problems regarding closure of my account!