UNPLEASANT CUSTOMER CARE!

We bought a 65" Skyworth smart TV online on the 20 of July 2020, that had a 36 month warranty. The Tv was delivered to us without an invoice but we did not make much of that incident as we did not anticipate any problems. Our issue started when our TV went black yesterday, we contacted the head office to explain the problem and especially our dilemma of not having proof of payment besides our bank statement (clearly showing the purchase date and amount) we therefore asked for assistance to track our order reference as we had no access to our order history that took place 2 years ago, nor the delivery reference number. When we reported the TV today, we were asked to check our email history, even though we explained that the reason we contacted the head office was because we lost access to our emails during that year and that we needed their assistance through their finance and IT department to track and retrieve this order for us, in order for us to claim the warranty. The sales consultant told us that the proof on the bank statement does not mean that we had actually made the purchase, and could mean that we might have bought something else in the shop that amounted to the price of the TV at that time. We have gone back and forth with the head office customer service consultant, that she ended up hanging up on me without a clear resolution. My request was for head office to track this purchase made on 20 July 2022 and subsequently provide us with a reference or invoice number that our local store can use to try and solve this problem for us. Instead they have made it to seem as though it is our fault that their online orders are not on the client's order history after two years of purchase, an inconvenience which they have also noted due to the change in their system. According to my understanding as the client, online orders remain on the system for the duration of the warranty, should any problem (such as the one we are faced with) occur, then we, as the clients would be able to track. our online purchases and therefore get the necessary information. I did not appreciate the treatment I received from the customer care consultant today!