Lost my phone

I had a bad experience with cash converters carnival mall.i borrowed money in exchange with my phone Hawaii nova 9(2024) I paid interest of R355 on the 17 December online use my reference as MJ Jackson to pay, How ever in January I called again to inquire about my next payment I was told the phone was sold i was not even informed that am i the one who paid since im Jackson on their system...I am.so so disappointed with their poor service...can I be assisted with this matter mmapula joyce jackson