Proof of payment

In April 2024 my husband paid our water and electricity bill at Checkers in Parow Centre mall with our easy pay number we paid on one transaction we got a letter from the City stating we haven't paid our account we've been struggling since 5th of October with Checkers to get a reprint as we cannot find our slip in July we went the N1 city branch and they gave us a reprint not knowing was not that payment we made at that branch. It is the one in Parow our City water bill account is in areas now regarding this situation I have been at the store twice already Nivaleen who is the admin clerk has been assisting me but I am getting nowhere with my proof of payment from her she has been struggling with their head office. I am so disappointed with Checkers customer service as I am a loyal customer to the Checkers stores for years but regarding this experience I will no longer Shop there This payment is over R1000 and my account is in areas I need my proof of payment for the city to bring my account up to date. I need to know from Checkers head office how are they going to fix this problem