Exploitation of customers by Pax

I dropped off a parcel at Pep for Paxi courier. The plastic was damaged so they did not courier it neither was I told to fetch the parcel. I called the call centre only to be told that I must fetch the parcel and purchase a new plastic for R130. I questioned the consultant as to what the R130 is for, she rep**** for the plastic and courier to be delivered within 3 to 5 days. So I asked her the service was not provided so why am I losing R130. It's fair to charge me for the plastic bag and refund me for the services not rendered. When I asked to speak to a manager I was told the manager was busy and they are not allowed to disclose their names.I called twice today but no one has resolved my query. I've been using Paxi for over a year now and I courier the same product. I am appalled with the service and their disregard to resolve my query. This is nothing but *******.