Poor service and possible *****

My mom bought a 16kg washing machine on 10 July 2020 at the Lewis Store in Senekal. They said their system is offline and they can't print anything. We paid R8000 for the washing machine and they delivered it the Monday 13 July. They didn't gave the printed copies as promised in store. Today 12 September, we came to the store to ask for the papers... they can't give us the correct papers. The papers they get on the system shows that my mom paid R7000, which is wrong. My mom also asked for the extended guarantee and now they said they can't give her that guarantee. This is totally unacceptable. The staff members that were here, isn't working here anymore. We wonder why? We are going to open a ***** case at the police and also take this to the ombudsman and media. This must be sorted out ASAP My mom's contact number is ***, Phyllis Visser