Account Allocation

I have been a loyal customer with Teljoy for the past 4 years. Recently I made a mistake one of my payments where I typed the invoice number with 1 digit missing. Anyone can make a typing mistake.

All of a sudden my account is in arrears and I am being harassed by a debt company. I did send proof of payment and now this money cannot be allocated. I received the below.

Dear Teljoy customer

If you are receiving arrear SMS’s or Emails and you know you have made a payment, please note that the reference on the payment may be invalid and hence we cannot allocate it to your account.

Invoice ***5 was allocated on 06/04/2021 REC-990253. Invoice ***0 was paid on my side but not allocated by teljoy. There was however a typo on my side. Instead of INV***0 I typed INV***. I have attached the proof of payment.

After all of this I am still being told this cannot be allocated. What happened to the money I paid then? I want an answer from Teljoy ASAP and I want this resolved by the end of the day. This is affecting my credit profile at the moment.

Please can all communication be handled over email.