Incorrect date of purchased

Good day

I inquired about Transport info on the 21 Nov enquiring about points missing. on the 23 they gave me a refund form to fill in, I did and send it back to them on 30 November, they came back with a statement that was not corresponding to the purchase date, I inquired that they requested my bank statement to see the transactions, I did send them but even today I have not received feedback from them I send them again my bank statement show when I purchased now they coming telling me they don't see the problem I must talk to my bank now they trying to blame my bank. can you assist its almost a month now trying to resolve this