Utter Incompetence!!

During Lockdown my husband lost his income and my salary was cut by 50%. I was unable to make the full payments on my accounts and only paid what I was able to at the time. After numerous emails to PnP accounts explaining my situation, I was ignored and my account was handed over to MBD. Nevertheless, I was now able to make a loan to pay the amount in arrears. Now that I am trying to make the payment, the reference number that is provided to me by MBD and PnP is TOO LONG, to use according to my online banking system. I have phoned MBD now twice to request a shorter reference number to use and the people are so *********** to provide me with just a shorter reference number. First you hand my overdue to not paying my full account, now that I am able to pay you can not assist me by providing me with a shorter reference number!!! Really??? Do you want your money??? Give me a shorter reference so that I can make the payment today!