Top up balance not reflecting along with no transaction history

I loaded my Howler tag for the BMW M Festival on Saturday with R2000 I used just over R1000 and when I loaded my UID number on the website I nothing was reflecting absolutely nothing. My sister had loaded R500 and barely used it I cashed out her money thinking its mine since I brought her the ticket. I recently went through the transaction history of the UID after my sister prompted me about her money and realised it wasnt my money that i cashed out. I took this up with the Howler team and they requested my bank statement to prove this. I provided that and then they said that they want a proof of payment with the following information:

- The date of the transaction. - The amount paid. - The account number you paid into. - The reference number used.

Mind you this was a card purchase not a EFT. The above mentioned information cant be obtained from the bank and my bank said these people are giving me a run around. The above information can only be provided if it was an internet banking transaction.

The transaction was made through a Howler service top-up station and i swiped my card on a Howler employees card machine therefore the money went into their account. The tag i used was buying the entire day but yet they cant trace my transaction history with my UID number. These people don't have the adequate infrastructure to handle peoples money.