Telkom unable to provide me with my contract showing the product I have a contract on.

I have a contract with Telkom mobile for a phone that I ordered online and it was delivered to me via a courier. The serial number and the details of this mobile that I have a contract on is unknown to Telkom. Now I am facing an issue where the phone has stopped working and I have lost the proof of purchase and Telkom does not have the details of the mobile they sold to me. This is such poor practice and very disappointing. Why would Telkom not keep details of the mobile that I have a contract on? Another issue is that I have requested Telkom to provide me with a copy on my contract with an agent on the 26th of August 2019 where I was told that this information is not available and cannot be shared with me and I was also asked to send an email requesting a copy of the contract on the on the 27th of August 2019 using email *** and I have not received the contract even now. Core Services on the other will not fix this phone without validating it, can Telkom please provide me with a copy of my contract urgently and provide reasons why in this day and age they do not have details of products that they are selling to customers on the system.