Not responding to emails

I placed order on 30 November was supposed to receive 2 box but received 1 and the other box i got it on the 10/12/2021, and inside that box about 10 items were invoiced but not in the box, so i took the matter to their NIB DEPARTMENT on the 10/12/2021, they responded on the 18th saying that they can't assist me because there is no invoice number which was clear on my picking slip and my id copy has expired, so i should sent another copies and they will gladly assist me, on 20/12 /2021 i sent the 2nd email, they didn't respond to it, i thought maybe they have closed bcs it was festive season, this year 07 January I've sent 3rd email still no respond, last week Friday 21/01/2022 I've sent another email, even today I'm still waiting for their respond, is like they are waiting for 40 days to pass so they can apply their 40 days policy, and what is even worse is that they keep adding R50 late payment charges to that amount that they say i owe them and sending me their so called friendly reminders,people there is nothing friendly about being reminded to pay what you don't owe, rather fix your mistakes and stop making us to pay for them