Standard Bank Collect Gave Me An Incorrect Ref Number for A Payment

I had missed debit order on 25 September because my salary date has changed the 31st. While trying to make an EFT on the Capitec on 2 October, the app wouldn't accept the /1 in the reference field. I contacted Standard Bank on what should I enter my reference number as my reference number is is ***, the consultant on the phone advised that I enter the reference as *** instead. I am now surprised to be receiving demand letters that my account has not been paid. I request that you go and listen to the recording of the phonecall with the consultant and you will hear how they misled me to enter the ref number as ***. I have submitted my proof of payment for this to *** *** ***. I would not deliberately choose to enter an incorrect reference number