Why does it take 2 weeks to get proof of iPhone purchase!!

Called 14 Nov to get a proof of purchase for my iPhoneSE which was obtained on contract. Spoke to someone and two incorrect POP was sent to me. Called back on 20 Nov at 07:50, spoke to Nozi who found the correct phone and was going to escalate the issue with the same ref. Supposed to be close of business but not response. Called today 25 Nov and still nothing was opened for this service request. So useless!! why do you employ *********** people. I have my phone urgently waiting for repairs at the Istore but they require proof of purchase. USELESS. Vodacom ref ***.