Pep Paxi

On the 2 Dec I gave in my Parcel for Pep Paxi. On 10 Dec I received a message stating that my Parcel were lost in a Highjacking incident. That I must contact Paxi to put in my claim. I phoned them and put my claim in. They said in 3 days time I will get a sms with a link to send my ID and Banking details. After numerous calls and promises up until today I did not receive sms nothing. They do not want to give me a contact nr ex of the claims department so that I can find out what is going on. I think this is not fair how they handle there customers. In the past I made use of Paxi alot but can't believe that they now take 8 days to process my claim after I was told it take 3 days. This was family gifts for Christmas now I have to buy again and send again but do not get reimbursed.