Horrible service

I sent out a parcel using Paxi on the 3rd of July and now it's the 19th of August. I've been calling non stop and no one seems to know what happened to my parcel they keep saying that they'll send out an email to the couriers and will send the feedback to me, it's been weeks and the couriers still haven't responded and they told me the only way they can communicate with the couriers is by email. The track only shows that it was picked up by the couriers and that's it and on top of that my parcel is way more than their R500 refund which they haven't even offered to me anyway. I don't even know if my parcel is lost or what's going on.