they dont have record of me but my banking details

I have bought a tablet at game store in menlyn Pretoria in September for my son. In October it was broken I went to claim and the lady told me that she submitted my claim, after two weeks they billed me in my standard bank account I COMPLAINED in hollard website an they called me back and they told me they don't have have record of me in their system even my id or policy number it doesn't appear. I was surprised but they kept sending me smses reminding me of payment and still CHOWED my money in the bank. But they coldnt help with my claim.