Discovery blocking payment of medical aid

I'm attempting to pay my discovery account, but Standard bank's beneficiary reference for discovery wont accept my reference number.

Due to this, my medical aid access is likely to be suspended.

On top of this, the usual string of lies from Standard bank staff, "I will call you back", "The reference format is 32 characters"

1(Ref # ********** 615): (escalated to supervisor)

Agent name: Shamele

2(ref #: ********** 057): Looked into paying a credit card when I told them it medical aid

Agent Name: Thumelo

Allegedly, a supervisor called Thabo is going to call me