I was denied proof of payment even though i was verified via the app and answered all security questions.

The consultant denied to send me proof of payment even after She verified me via my app. I made two payments using the app, then the people i sent funds to requested proof of payment from me but the app didnt give me that option, so i called the call center requesting a pop, that's when i was told that its not allowed to send POP via an e-mail that was never verified, i asked how is the e-mail going to be verified in the branch because since i verified myself i can still give my e-mail address over the phone but the consultant denied. I then gave Her an example that i requested proof of account several times and it was sent to my not verified e-mail address, the point is that there is no any security threat there, i was verified and i only need a pop not funds to be transferred to another account. On top of that i have been holding my phone for over 18 minutes using my own airtime, when i requested the Team leader, She was in a meeting then i requested complaints department, i was on hold for another 5 minute until i hanged up. Please clarify