Incompetence and theft

So I did a booking for a collection on Sunday for Monday and did cash on delivery but my package pickup was not collected. Then I did another booking and paid online on Monday for Tuesday and it was still not picked up and I did all of this on the app. When I called I was told that firstly they don't do cash on delivery DESPITE THE FACT THAT APP ALLOWS YOU TO and then I was told I wasn't meant to pay on the app DESPITE THE FAVT THAT ONCE AGAIN IT IS AN OPTION ON THE APP. The have my R493.38, I've sent them my bank statement reflecting that the money came out but nothing. It is 4 days after my first request and I STILL have not gotten my items picked up which is jeopardising my relationship with my customer. Instead I'm being sent from pillar to post when I asked to escalate the matter I was told "no, I need to talk to the agent that I've been talking to Velencia but because she was busy with another customera, she was gonna call me"... she has not called me. I am still waiting. THEY STILL HAVE MY MONEY