Horrible Service or Should I say No Service at ALL!!!

My mom sent me a parcel on 04 September 2024. Firstly the lady assisting her at PEP Lenansia told her that there is no Pep Store at Hatfield Plaza thus they are sending my parcel to Tekkie Town in the Plaza, which my mom agreed to. Now when the parcel got to Tekkie Town Hatfield it somehow got lost and now Paxi is only willing to settle the claim for R499 because my mom did not pat R10 for insurance. However no one at Pep store told my mom about the insurance, we only found out about the insurance when we reported that the parcel she sent is lost. I have spoken to multiple consultants from Taxi all of whom refuse to connect me to their manager, I am sating refusing because the manager is never available from the 19th of September when we started disputing the claim till last week the 31st of October when I called.

To this day this matter is not resolved despite numerous calls explaining that the my mom could not have paid for insurance that she did not know about. I emailed *** and for some reason my ticket was closed without being resolved.

To make matters worse, there are promotional/marketing things about Paxi in Tekkie Town and Pep however there are none on the insurance that we are miraculously supposed to know about.

My mom has been using Paxi to send things to my lil sister in PE however at this point I am going to need to tell her to stop because clearly no one at this institution is doing their job, from the people in store, customer care consultants and manager all the way to the support people.