Failed payment of jet club death payment

I have been sent from pillar to post for a club card holder claim,I received an sms to go collect money from the store Hollard has approved with ref number ***3 when I get to the store their system says theres no claims made on the account.The gentlemen that was helping me at the store in diepkloof quare would call Hollard and they would say they paid then they refer him to adcon IT specialist,till today there's still that problem.This is out of hand.