Bad customer service

I was expecting a delivery from a well known courier service in 30 August 2018. I tracked that parcel and they could not locate where my parcel was. The number i was using to track my parcel DBP ********** 8745. They refer to a lady by a name Celine to assist , i spoke to her and she asked me to send the proof of payment for the parcel that i was expecting for the amount of R2100. I sent everything they wanted , they even asked for my banking details so that they can refund my money because they have misplaced my parcel. After i submitted all the required documents i called the number ********** 800 after 2 weeks to check and they told they still processing it. Till today 30 October i've never receive anything from them and when i call them today they put me to different department. I'm really irritated now.

Can you please assist me with the issue. Yhank you