Upskill your staff, please. Teach them how payments work from your website

Sent an email to Ithuba Lottery about a Credit Card Payment which had not updated my Wallet. I used the 'TOP UP WALLET" from the nationallottery.co.za website. My Credit Card was successfully debited but my Wallet was NOT topped-up. So I sent an email and this is the response I got: "Please note that we need proof of payment reflecting the bank account number you paid into, the reference used, the deposit amount and date in order to assist. We cannot work on a bank statement, a screenshot of the bank transaction or a SMS." Now I ask you, HOW DO YOU EXPECT ME TO HAVE THIS INFORMATION??? It's an INSANE request.