Activation Report

My car was ****** on the 17th March. I am trying to get an activation report, Found out my account was cancelled due to payment issues, send them statement to show that payment did happen. I drove a silver Polo but the tracker unit they have comes up with a Black Golf DSG. Can't get my tracker unit number and therefore cant submit an insurance claim. Not getting any feedback. Affecting work and personal life. I understand if there was payment problems but the fact that the car they come up with is a black golf owned by a person with a different name and they cant track back and find my tracker unit number is beyond me.