Sanral not bothered

I am new to Etags. I made a payment to the incorrect Etag device. I called the call center who advised me that i would need to send a mail to sanral asking them to reverse the funds transferred into the incorrect account and specify which account the funds need to be transferred to. The call center agent also asked me to attach my till slip showing payment. All of this was done and sent to sanral. I get an email from them asking me to get a signed transferal letter stating what i have sent them on the email???? Can you not just simply read the email and transfer the funds?? I have provided all the proof necessary confirming the account incorrectly credited and the correct account that should be credited?????<br> Please Wake up!!! Don't make simple things impossible!!!!