Why did Secret Escapes say it hadn’t received my booking?

I spoke to the company on the phone, but they told me they had no record of the reservationWe booked a holiday to Iceland with Secret Escapes and paid with Barclaycard. We received an emailed confirmation of the itinerary. Three months later, we called with a question about the holiday and were told there was no booking in our name and that no payment had been made. We contacted Secret Escapes multiple times asking what was being done and had to relay the events every time as no information was