Inability to retrieve proof of payment from FNB

I went to the branch at Chris Hani Crossing at Vosloorus in order to retrieve proof of payment from 2018 in order to get a refund of my registration money from my bursary and was told that they cannot retrieve a payment made further than 3 month. The lady took down my name and number and said they will contact me and they did not. I made an inquiry last week on the 30th about it on their website (which included my reference number) and was told they will contact me within 2 working days and I have still not heard from them. I need slips both from 2017 and 2018... Of which both are worth R7000 combined. Calling their number is useless as they want your ID number of which they tell you that you do not bank with them... of course I don't! UJ banks with them and payment had to be made to them. I am a university student and need this money to make ends meet!