poor, poor service

I have made a payment to my MWEB fiber account and mistakenly forgot to add the reference number. I called in to rectify the mistake and was appalled by the service provided. I was advised to send a corresponding email regarding the missing payment. I have not received any response yet or any form of communication apart from being notified that my account is in arrears. I have tried calling again and currently still waiting for an agent to answer the call. The email addresses provided are all unmanned accounts. Using the MWEB app is of no help as well, creating queries is of no use as it always has errors. How long does it take to find missing payments? Why can payments not be reversed? WHY CAN'T PROPER CUSTOMER SERVICE BE PROVIDED???