Disgraceful handling of missing shipment

I send on average 30 parcels a month with Aramex. On the 15 October 2018 I sent a parcel from Johannesburg to Durban for overnight delivery. This parcel never arrived. Despite repeated requests, Aramex were not forthcoming on any details as to where the parcel might be. Eventually on 29 October, but only after constant prodding, did Aramex finally acknowledge that they had lost the parcel.

Aramex have taken zero responsibility for the financial loss, which is substantial. They have shown no concern, nor have they taken any steps that I am aware of to determine what happened to the package.

To add insult to injury, I have just received my monthly statement and they have had the gall to bill me for this missing parcel! Clearly an indication of how high customer service ranks in the Aramex corporate thinking.