reversal of claim not done

I send an affidavit to Bonitas wanting to reverse a claim, as I told them, I went for my glasses at Kriel in vanderbijlpark who then disappeared with everything, shop is closed, numbers don't work, no-one received their glasses but we still have to pay? On the 29th of january I send the affidavit again, stating the same and today I receive this: Claim for MR DJ KRIEL dated 13/01/2015 has been processed. R2795.90 will be paid to the provider within 3 days from 12/02/2015 - Bonitas. We phoned and the response was: we received a lot of complaints and are investigating the matter. You are investigating the matter but still pay? The guy is clearly a *********** and according to Vision Center headquarters (and that's the name on their (old) windows and wall, they do not and never had a branch in vanderbijlpark. So, what do we need to do from here? Let him take our savings and have nothing for an emergency or? I never had any complaints about Bonitas, actually referred everyone that was looking for a medical aid, left compliments on hellopeter and on your wall but for this I will not stand. Our saving isn't enough to lose a amount like that for service not received.