Allocate my payment and provide me with a correct balance!!!!

My account was granted over to the company after seeing financial constraints and struggling to pay , I made my first payment and mistakenly used their name as a reference as opposed to the reference they had given me then I was told , I sent them all the proof and they said they will allocate the funds next thing Ntombikayise Mbanjwa one of the agent responded that they couldn’t allocate my payment and my amount due was not adjusted, this doesn’t make say I tried reaching out to speak to a manager to no avail all they know is to send me reminder emails with an amount that’s not adjust, I am so disgusted by their service, The WhatsApp line sucks as well , it not easy to communicate, They do not answer I am fed up , and apparently I am not the first person they are doing this to.