Arrogant & Shocking Service from Fastway Durban

A parcel belonging to a customer of ours was ****** enroute durban to johannesburg.We we contacted by Denise from fastway durban,who informed us that the parcel has gone missing and that the receiver had been calling desperately regarding the whereabouts of his parcel.We were asked to send the customer another product and that we would definitely be paid out by Fastway's insurance company.We stated that this was only possible if we received confirmation in writing.Denise also agreed to put this into writing by sending us an email stating that we would be paid out by the insurance company.However,after a week a so,we attempted to contact Denise as we did not receive any email confirmation or feedback,who flatly denied agreeing to send us an email,stating that this is not her job as it's not her department.She was inattentive and arrogant,and did not afford us a full opportunity to explain.I request fastway to look into call records and review this complaint.<br> Her attitude towards a customer is clearly unbecoming of a customer service agent.We send about 25 parcels a week using with Fastway,and we would seize business if this complaint is ignored