Three weeks back, I dropped off a parcel at PnP DROP-IN box at Umphakathi Mall, Randfontein

Three weeks back, I dropped off a parcel at PnP DROP-IN box at Umphakathi Mall, Randfontein. After paying for the bag and packaging my parcel, the cashier scanned it and I got my waybill number. I dropped the bag in the box and left. When I got home I went on ther app to track my parcel. It is now three weeks and there is nothing. When I called Aramex, they claim the parcel is missing and are investigating. They say they cannot trace it on their system. This is ridiculous! Now they refuse to refund me and compensate me for the loss even though it is their fault. They say once they are done with their investigations, they will give me a voucher as compensation once they are satisfied that the parcel is lost. I do not need a voucher, I need my parcel back, simple!