I am extremely dissatisfied and will be sharing this experience publicly

I am writing to formally lodge a complaint regarding an order I placed on 28 July 2025 (Order Number: ***, Web Reference: #***), which was collected by your courier on the same day. The shipment number is ***. To date, I have not received this order, and my attempts to track it have been unsuccessful—your website does not recognize the tracking number. I contacted Incredible Connection via WhatsApp, and was advised to wait up to 7 days before following up. This response was unhelpful and dismissive. I also attempted to call Aramex, but could not get through. On Wednesday, 30 July, I received a call from an unknown number. The caller claimed to be from the courier and said he had a package for me. He asked me to call him the next morning. When I did, he requested my live location, which I was uncomfortable sharing. Eventually, I sent it. He arrived in a non-Aramex vehicle (a security installation bakkie), searched the vehicle, and informed me the package was not there—it was with another van. I have not heard from him since. On 7 August, Aramex emailed me (Ref: HAWB JJD***) asking if I had received the package. I rep**** no, and was told the issue might be due to an incorrect address—this is not true. On 8 August, I called Aramex and spoke to Simone, who logged a complaint (***/08254/190). I explained everything, but I have received no follow-up. The sub courier involved is Peter (071-***-***). I also registered a complaint with Incredible Connection (Complaint #***) to initiate a return, but they refuse to process a refund until the package is returned. How can I return something I never received? It has now been 12 days, and I am left without my order or a refund. The service I have received from both Aramex and Incredible Connection has been unacceptable. I am extremely dissatisfied and will be sharing this experience publicly if it is not resolved promptly. I request: 1. Immediate investigation and resolution of this matter. 2. Confirmation of the current status of my shipment. 3. A refund or replacement of the undelivered item. Please treat this matter with urgency.