Edgars unhelpful

I bought my Samsung Note 3 from them last year November using my account. around febuary this year the phone started freezing..now some applications such as the gallery is non functional i went to the store to have the phone checked under the warranty/guarantee period but i was told i needed box and receipt. the receipt had faded and was of no use so i had chucked out. the box i did have. i was told that they couldnt help me coz i needed the receipt. i bought this by account so they must have copies and i asked the assistant this and she told me that they couldnt help me out.