*** - I WANT MY REFUND

I have been speaking to a robot since they sent me an email advising that my parcel is missing. No human interactions at all. I have sent several emails requesting my refund for Customs and Tax which was paid to them. Every time I sent an email or WhatsApp an automated reply comes through advising that one of their customer people will contact me. I have lost count of how many 24hrs has passed since the reply emphasise 24hrs.