The Warranty ****mers called Pick and Pay

We bought a TV in 2021, and in less than 2 years the TV was no longer working, and therefore, since it was still under warranty, we took it back to the Pick n Pay at Mall of Africa. We then explained that we didn't have a receipt; we lost it during the move, and we were asked to provide proof that we purchased the TV. We provided the banking statement that shows the TV's exact amount, keeping in mind that this was on June 21, 2023. We were told then we would get told to give feedback on the status of the TV. After a few weeks, we called, and we were told that someone working on the TV was on leave and that they would get back to us. This week we followed up again, and we now know that there is nothing that they can do because we don't have the receipts. So why did the TV sit there for so many months without any communication? Pick and Pay. Now we call, and they are telling us that there is nothing we can do; they can't refund or do anything for us with a TV that is still within warranty. We have evidence that we provided them with proof of purchase back, and now they are even saying that they did not have the email. Later, during the conversation with the gentleman, he told me that the person who used to work there is no longer there. So now we are being inconvenienced due to the lack of process management and handover at Pick and Pay.