my lost license disk

I recently ordered for a renewal of my license disk via the capitec app.i received only one sms that alerted me that my parcel is out for delivery and after that i have never received any further communication as to what tracking number to use if i dont receive anything and so forth,even went to capitec branch for help and the said its not in their control.the money the charge on the app and to receive such service..they should have not have said they can render the service,knowing well they cant