unallocated payment

i made a payment to rcs for my game store account via the ozow link that they send to me every month, payment was not allocated , i called and provide proof of payment , however it it so difficult for them to allocate , i provided the full reference that was use which is strange because the ozow payment write the reference automatically but I'm still being told that my account is in arrears, the customers services. is not even helpful , this is the first time I'm experiencing this horrible services, my account is in arrears because of their system i need this sorted out immediately