Disgusting Bad Customer Service at Westgate Mall

Hi

In 2015 I bought a mini Ipad , so I forgot my Apple ID and Apple store is requesting for a proof of purchase. So yesterday I went to Westgate Mall Mtn, with my passport, proof of residence, but the guy that assisted us said he cannot pick our account from the system....How is that even possible?????????????? He just dismissed us just like that, not even did he try and help..

Is this how you treat customers, we have been paying that ipad on contract for the past two years surely Im in your system?????????