Voltex warranty means nothing

I bought a hubble battery at kempston voltex in 2023. And was informed via the salesman that if anything happens and I need assistance in the future I don't need to worry. As long as I can provide them with a serial number they have everything on there system. Now 2026 we have a problem and voltex is not assisting at all. I have sent them the serial number. I have sent them the date and screenshot of my bankstankstate where I paid them. I was assaulted and ****** of my handbag and laptop in 2024 and cant provide any other paperwork. But if voltex has all the details on the system we can't they assist us. Now my daughter is sitting without a battery back up which is supposed to be a very good battery on the market. We paid over R31000 for the battery but no after sales assistance. Our money was good enough in 2023 but voltex warranty is worth 0. We even sent then the coca they requested