Unclear instructions

So i decided to pay my account online using cell phone banking So I go into the TFG websites for instructions

Which were fairly simple to follow And when I finished linking the TFG account I made payment using my account number as a reference Now it's been 7 days n the payment still hasn't reflected n when I contacted customer service, to support on the matter they asking me to send proof of payment, of which I explained payment was made using internet banking n for me to get proof of payment I would have had set it to send me before making the payment , n to send my statement will need show full details of the transaction over and above this... This wasn't part of the instructions on they website so I don't understand why they can't just look on payments in the last week n look at the reference number Now I have to provide things I wasn't initially request to keep... N the customer service people responses are just not helpful at all

Best regards