unresolved problem

African bank consultant called me in May to confirm if my couches that I bought from Ellerince are still in good condition. I reported that two of the couches are broken and they sent me documents that I had to certify from the police station and send them back to them. I had insurance for the couches I took with ellerince. Now African bank called me and say they can't help me anymore because they don't know my supplier . but African bank has been the one that was handling my Ellerince accounts and now they can't help me.