Worst call Centre service ever

I’ve been sent from pillar to post trying to trace a payment I made on the 31 October 2025. It shows on my statement that the transaction did occur, however, the App and/or online banking is not generating proof of payment. My money went through to the creditor and now I need proof of payment which I normally get on the app but not this time as it is not there. I’ve been calling and no one is assisting me. They just ask for me ID and Acc no and then drop the call or transfer me to another department where I won’t get assisted as well. I’m a prestige banking client and that is most useless department ever. They won’t assist you with anything those people, they just transfer you to another department.