Struggling to get my Customs and Tax refund

Hello Peter

I have placed Shein order on the 25 August and shipping was allocated to Buffalo Logistics. Unfortunately my parcel lost in transit. I have only received refund from shein on the 9th September for my order. I am struggling to get my Customs and Tax refund from Buffalo Logistics. I have send all documents required for refund on the 12 September still now I haven't received any response to them. I've tried calling them many times since then no response, sending emails to the refund administrator Palesa Leotlela still no luck. I don't know why there is non response and why are they delaying to pay my refund.

The service is very very poor. Kindly assist me get my refund.