PAXI STOLE MY PARCEL AND REFUSES TO PAY

I reported my missing Parcel with Paxi and followed all the necessary steps, I've been waiting for them to come back to me but to my surprise, they just sent me an email stating that my case is closed.

No call, no email response!

A GUGULETHU GUMBI from Paxi Customer Care sent this email. Kanjani ungandifownelanga sisi?