Horrible experience

Horrible customer service experienced with my latest parcel delivery as a sender. I have since sent 2 parcels at pep to my daughter on the 30 March 2026. One small package arrived, 17 April 2026, D***, however she was told to D*** is delayed. After couple of follow ups, I made an enquiry and was informed the parcel is lost. This is highly disappointing as there was never communication to this effect. Furthermore, Pep store does not inform anyone on the insurance options available or even disclose the insurance availability. To my surprise I was informed on this when I was making an enquiry on the lost parcel. Can this be attended to as soon as possible and would like to have my refund back as soon as possible. This is highly unacceptable especially no communication was given until we followed up. My contact number is 07