I want the items not the refund. They need to replace the item not refund because its their fault.

I have recently ordered some items on amazon South Africa but there were suspicious messages about the order they didn’t give me a pin to collect my parcel on pudo locker. When i tried contacting them they gave me different stories like their call centre is not helping at all. One thing is since i wasn’t given a pin they took back the items to the seller. I have been waiting for a pin and no one is responding to this matter. When im saying they need to replace the items they don’t want to do that and their people are lying because the other one said my order has been returned because its damaged bit the other one said it’s because of i didn’t collect now im asking my self how can o collect without a pin?