Not accepting proof of payment!!!!

ive received a sms on the 4th of August saying that my debit order returned, in the sms it also said that payment must be made to absa account plus number, so that same day i made am EFT to mtn, using my surname as ref, i emailed the proof of payment to the customercare cause nowhere in sms they spesify that. now after 1 week mtn suspended my services, i tried calling customer care holding on for more than 30 min then finally someone did, after explaining my situation to the mr, he tells me that they not accepting my payment(which is in their account since 4 August) the mr tells me i must go back to my bank reverse the payment and do it again with the correct ref, that is sooo unexceptable cause nowhere in their sms they tell u what ref must be, now the mr tells me its my fault!!!! mtn is sooooo useless, if they not strikig they just put u on hold at the call centres!!!