Avon refuses to refund

After about 20 emails to *** about my missing March box to the value of R 3000, I have received no feedback except that the issue has been escalated. This particular March order was only delivered in half. The other half is missing. No tracking information after 20 March 2020. I have paid this undelivered March order because otherwise my account gets blocked and I can't order for April or May. Avon has made no attempt to reach out to me about this issue or to refund me the amount they invoiced me for. Meanwhile my clients wait and wait. I am losing clients due to this staying unresolved.