Poor service delivery

Never accept payments or vouchers from TymeBank, herewith my experience with them One of their customers made a payment and sent a delayed POP on 30/12/2023 trusted them and the bank however no payment received in our bank, however on the 4th Jan 2024 [00.32 am] received a sms message that the voucher will expire on the 6th Jan 2024, visited Pick & Pay was told not available and offline, re-visted the store same excuses but Pick & Pay paid after I queried and said they can look at their cameras [even another employee confirmed that the cashier did not pay me out] and I showed the message received. I lodged a query/complaint with TymeBank Ref: I-*** to date they have not investigated or provided information although I pointed out that the voucher will expire on 6/01/2024. Today 22/01/2024 received a message and a call from Pick Pay stating that they did not receive any payment from TymeBank and i should trace their client and ask for proof of payment which is very unprofessional and it cost money to track Taking the above high level overview in consideration it relates to other similar complaints[reviews] not only did they honour the voucher or service they just ignored QUESTION: Why must i obtain proof of payment if I received a voucher number for payment if none received the money from the bank and to how many other clients did it happen let alone the sub-standard service delivery [i will never accept any form of payment from Tyme Bank & their clients