HORRIFIC SERVICE AND REFUSAL TO GIVE ME MY PARCEL

I traveled to Pep the Grove to pick up my parcel which was ready for collection. I received no sms with my pin. The assistant in the shop was not willing to hand me my parcel (which was in fact ready for collection) without the pin. I called the PAXI helpline three (3) times for assistance, but received none. Each agent simply advised that they have once again sent a sms with the pin to my phone, which I, to date hereof, am yet to receive. It was evident that their sms system is not working and yet PAXI was not willing to assists. The one agent confirmed that he will call me back in 1 minute to confirm receipt of the pin, he never called back. When I asked to speak to a manager, I was simple placed on hold. Despite me having called insistently for assistance and waiting for 50 minutes, I had to leave empty handed and without my package. How will PAXI resolve this?