Parcel lost and refund promised, but nothing paid for months now

Aramex lost a parcel that was sent to a customer last year already. They confirmed on email that they could not trace it and that I would be refunded for said parcel. To date I have heard nothing from them Apparently it was their Durban office that confirmed that the parcel was lost - and they were going to deduct the money from the responsible driver and pay to me

After months now I am a little tired of following up all the time, and I have replaced the customers parcel already

This is just terrible service with no feedback and no response from anyone

I want this refund done now