Terrible service from Buffalo Logistics

I recently purchased products online from Shein. I got email notifications from Buffalo Logistics requesting me to pay for the duty, which I did using their online platform. The money went off my account but my goods never arrived and I received repeat notifications to pay stating that I hadn’t paid the duty. I then emailed statements to their support department but only received automated responses indicating that my request was received. After numerous emails I then called them all to find out that they have a problem with their online payment system.They then requested that I have to get the specific authorization number generated when the payment was done and this has to be requested from my bank, which also needs to be in PDF format otherwise they won’t assist in tracing the money. There was no apology for the inconvenience. They also said that if I don’t provide the information within 30 days from the payment date, my order will be sent back to shein and I will have to request a refund from them.