No response after I made the replacement charge

I lodged a complaint in December 2021. After a few complaints I had lodged verbally about the mattress that is terrible. I got contacted by Bravo brands. Ignetius Ramalope and Kristin Namhing sent me an invoice to pay for the replacement base & mattress as it was out of warranty. I paid the required amounts ref no. S281511/S281512. I told them its paid and they stopped responding to my emails. I kept sending and sending trying to get an update. Kristin responded and told me that the shop wont do the exchange without payment. I resent the proof of payment which I had sent to them more than 3 times. They are no longer responding to my emails.

I am not sure what all of this mean.