DHL *********** and unprofessional Refund process

DHL lost my parcel by delivering it to the wrong person. It took them 3 weeks for them to finally realize this. After the track and trace person finally figured this out after 30 correspondences it was escalated to a claim and handed over to Jabulani Mdhluli, who on first impressions was sorry. He then proceeded to drag the matter out making me take screenshots of my bank account to get a R100 refund for a shirt worth R2000. No problem, I made a mistake with the currency on the invoice (so my lost). But for some reason (depite legally agreeing to give me a free replacement shipment) they could not do so until I got my R100 refund. After accounts agreed to this Jabulani Mdhluli comes back to me asking me to prove the value of the item on the invoice. LOL. It would be quicker to get a home loan from SA Home Loans than my refund. So after telling me to provide XY and Z, they come back and move the goal post to B, P and D. Once I do that, again it will be another challenge. Which is summary either speaks of a really malicious person or a person who has no business in a senior position. Is this how DHL handles things in a professional manner?