Bad Customer service

I am so disappointed and frustrated by the way that my query was handled by the customer service at Game. In 2018 I bought a hisense 18kg top loader washing machine and it started giving me problems by leaking water when it drains, unfortunately I lost my purchase slip but I was told to bring my bank statement cause I used my card to make the purchase, fortunately I still had the bank statement. In May 2021 I took the bank statement to customer service and I was told its lost I must bring another one in 2022 I gave it to lady dealing with the these type of queries called Gladys she told me she will call me back in two days but she never did I went there three times to enquire and I couldn't find her and when I went back again on the 27th June 2022 to check she told me my documents have been misplaced again with no remorse or worry at all and that I must bring the documents again because there is nothing she can do without them. Is this the service that Game is always bragging about to their customers, that they treat their customers without any courtesy and consideration. And again if the washing machine's guarantee runs out again meaning I will never be assisted.