Bad customer service

In Dec i order from Shein and Buffalo lost my parcel after i paid customs duty and tax and was not refunded this. In Jan i ordered again and buffalo requested i paid customs duty and tax again so i asked it there can us the same funds i paid for Dec's order which was more then Jan order. On the 23 Jan at 11:30 Crecentcia Ruiters requested proof of payment for the Dec customs duty and Tax which i sent at 11:48 to ***. I called back at 4:30 toconfrim if they received my proof of payment and spoke to Judy Jooste and she confrimed received and escalated it and confrim this would be done within 24 hours. on the 26 Jan at 8:48 i called again Buffalo and spoke to Simphiwe and he cofnirmed this was still not done and was very rude about is. I confirmed that he will again escalate and it will now take 48 hours.