Deposit with incorrect reference and refusal to allocate the funds with Bank statement not the Proof of Address

A third party deposited R10 000 in the ChainEX wallet account but used the wrong reference number. When I requested the allocation of the fund to the correct ChainEx reference number using the bank statement and the incorrect reference, ChainEX requested a proof of address that could not be generated by the bank. With the bank statement evidence and the explanation that the bank system is unable to generate the proof of payment, they still resuse to allocate the funds based on security protocals which I fully understand their fear. But how can we solve the issue now because the R10 000 is unaccountable in the books/records of ChainEX. And I have the bank statement evidence of where the money is coming from and it is the same as it reflects in their statement.