No service no refunds

I deposited a parcel at aramex by picknpay on the 28th of November.....then I realized that it taking so to and my client is now complaining.....then I went back to picknpay to check if the parcel was collected only to find out that it lying on the box for full 2 weeks.....I called ......then that acted as if they have remorse for their actions.....I login a dispute on Monday but today it Wednesday and the parcel is still not collected......and they are now telling me that they can't refund me.......the can't deliver the service and they can't give me my money back.....that the South Africa