Edgars refusing to allocate payment

I made a bank payment using the wrong reference. I have since emailed Edgars probably 20 times over SEVERAL MONTHS trying to resolve the issue. I have provided them with the DATE of payment, AMOUNT, WRONG REF used, EVEN A BANK APPROVED PAYMENT CONFIRMATION WHICH I HAD TO PAY R35.00 for.

Still Edgars refuse to allocate the payment of R585.00