Paxi package lost

My package got lost during transit. Paxi phoned me and informed me that the truck that were transporting my package were looted. They told me I must send my banking details and id. I did send them all the information and documentation they requested. Today I received an email to say that the case has been closed. Without any refund or explanation? Won't make use of Paxi ecer again. I want my money back!!!! I won't leave it here!!