Buffalo logistics app

My daughter placed an order on Shein, using my cellphone number. I received a message to pay my vat and duty fees. I then saw that buffalo logistics has an app, downloaded it, topped up the wallet, then to find out I cannot pay the Vat and custons duty fees as the payment option is not available at the time. Paid directly into their account, received the parcel, however the money is still in the wallet and there is no way of accessing it. Have sent several mails to their support e-mail, they keep on referring to the parcel that I received and nothing about the money in the wallet on the app. Their whatsapp number is not user friendly, automatic responses.