PAXI accepts payment but fails to provide service !! (see PEP KAGISO review)

They received notification that a parcel was ready for collection at PEP Kagiso. They were never given the parcel YET they never queried this. They accepted the payment for the parcel. Had they queried this, they would have found that the Teller at PEP Stores hid the parcel away!!! Refer to my review of Pep Kagiso . I have tried for three days to get them to assist me. They also never informed the SENDER that her parcel never left the store. Nor did they inform the RECIPIENT. Out of desperation, my mum returned to the store. The parcel was found, THROWN aside under one of the counters at PEP KAGISO, making sure that it never left the store. What is PAXI's responsibility in this regard??!!