Complain with wrongful information

Hi can someone help me as I am confused..... I made a laybye at pep cell and I got a call from them that my Laybye will expire and I couldn't go to the store because I was not around so today I went to the store to enquire about it and I told them that I lost my slip but I have my ID as it says on the terms and conditions that if you don't have a slip bring your ID and the cashier told me that I need to make a copy and certify it for me to get a refund of my expired laybye while we were talking I asked to see the store manager but I was told that the store manager has a broken leg she can't come to see me..... And I called their customer service and I spoke to Charmaine who told me that if the store request that from me then there's nothing they can do that's when I was able to see the store manager after Charmaine called the store.....and the store manager told me that the area manager who is thabang chabalala said so...I want to know the terms and conditions that says so 🙏 and why didn't they tell me those terms of going to a police station to make affidavit if I lost my slip.