My lay buy is lost, and so is my paid up money and kids clothes

I'm so disappointed and frustrated. I'm just from my local pep Mafikeng, and i've been there since 10 this morning to collect my kids Christmas lay-buy. No one communicated as to why im waiting for so long, now when i asked, i was told on the system it shows i collected the lay-buy on 13 October. The very same day i've placed the lay-buy. The manager Roselynn just looked at me and said, there is nothing to be done. Because my till slip is blurry and on their system it shows "paid in full". What is really hurtful is that i've made payments on the lay-buy because i could not afford to pay all at once. Now I've lost the money i paid on the lay-buy plus my kids don't have clothes for Christmas