Please Help

: Good Day Please kind assist with Pep,my mom who is a pensioner used their Paxi services to courier a parcel work R5500 from Pep Protea Gardens JHB to Pep Cell Kuruman, she received a text saying the parcel was collected by the receiver,however they receiver says when they went to Pep to collect they were told there is no parcel and no record of the parcel on the system, we have called the call center for hours went to both store yet no one can help us. We have all the proof please assist