Phone cannot be booked for repairs without proof of purchase

I've been trying to book my cellphone for repairs since the 28th july 2025 but was told i need a proof of purchase, i told the lady i lost it. She told me she'll request it from headoffice and call me as soon as it's available, on the 31st july 2025 i went to the store to find out if she was successful as i want the phone fixed, i was told she was on lunch, i waited for 2hours for her. Then one of the consultants told me that they called her to let her know i was waiting for her, but she never showed. Very disappointed at the staff of vaal mall, i pay insurance on that phone