Refusal to refund - different stories

A bought a voucher on the Capitec app and made an error with the reference, I notified Hollywood and a lady by the name Bandile called me and said I should send proof even if it's a statement because I have been struggling to retrieve the proof of payment. I send the statement to support now they are refusing it saying they can't help me out using a statement, whereas the consultant that called me said a statement is fine.