Confusing clients

Altech netstar went their my account yesterday as our arrangements R266 was debited on my account debit order reference is ********** 811 this morning I phone call center to for them to test my unit I only found out my account still not up to date they transfer my call to legal department to Stanley Goliath he asked me the reference number for debit order I gave him he told me it's not their reference so now am confused because on the statement it's showing Altech and reference now I have to wait until my car got ****** before they got tested my vehicle device because of some one who's confusing the clients like Goliath how com the person he don't know company's debit orders reference ok if he don't know why don't he confirm with the other employee in order not for us to be confused if he told me the debit ref is not their in other word the debit was a **** need to be reversed