Lost parcel and still waiting for refund on insured parcel

I had a gentlemen phone me from there offices around 10 Dec informing me that they have lost my parcel (****** in my opinion) and he said he was going to send me an email and get so.eo e to contact me to arrange a refund as the package was insured. I have never received the email or been contacted by them and every time I phone them I hold for 10min and my calls get cutoff waiting more of my money on phonecalls. I will be opening up a case of ***** against you guys next week and will never order off the banggood website again seeing that buffalo express use you guys to send the parcels out locally.