Falsely account

I missed my payments then i visited the branch. The assistant gave assist me with payment using my capitec app. Hence im not working i asked if should i miss the date can i use the same ref. to pay?she said yes.I continue using the same ref and later they sent a lapse letter. I visited the branch again and the call was logged, after a week I received a message to submit the proof of payment. I went back to the branch and later i was told to submit reinstatement letter,again i did. Now they asking me to submit the reinstatement letter they asked me to😡😡😡this is getting out of hand now and its not the first time. I need some help please 🙏🏽