Dissatisfied with Webtickets service

My wife purchased tickets earlier this year for an upcoming event in May. In the past few weeks she's since changed phones and we lost access to some accounts details . One of them being webtickets login credentials. My wife made contact with them seeking assistance with regards to getting the access to these purchased tickets for the show. They came back to use asking for the purchase details (proof of purchase) which she has provided and the credit card details used was also provided aswell as a statement showing the amount for which she purchased and the month. But up to now they haven't been able to trace this purchase. Yes u can argue that we had to we had to make sure to print the tickets or anything but why aren't they able to look into the purchase of the tickets with the details provided. Anxiously awaiting a response from them...