References on settlements

We a loan company. Our clients get settlements accounts from us and take it to Old Mutual Finance to settle our accounts. When the money is paid in our bank account the ref nr Old Mutual use is totally different from ours. I phone Newcastle mall Branch and spoke to Cynthia ********** 450. She was very rude and she even shout at her staff asking who assist clients settling loans with us. She kept on telling me that I need to give her the client name. I explained that we cannot book this money as we do not know who the settled amounts belongs to and that is the reason for us phoning them. She said she could not assist. I phoned Old Mutual Head office ********** 445 and spoke to Curvin. He was very friendly and at least try to assist by asking for the ref nr but also could not assist who the payments belong to as he said their ref nr end with 00. The Transaction Description on our bank statement clearly states payment was received from Direct Credit OMFinance.