Poor service and no accountability

Extremely poorer service.

I sent my parcel from the 3rd of December 2025 and I never got any feedback back from them after 2 weeks the only feed back I got is the influx of work over load. Every week I revert back and check how far is the delivery and which I never got an accurate response. After so long of back and forth I got a response today 09/01/26 that my package is lost. When I go through the claim policy they mention that I should have took insurance so that they can pay my parcel, when i state that it is a first time hearing about the insurance and I have been using Paxi for multiple times and they can check on they're system, even the till operate never mentioned anything about insurance, they tell me well it my duty to read the T's and C's because it on the plastic and when I ask how because you say it is at the back and when you parchase the bag they scan the bag put on top of the counter till then you take out your items you came with it you both put them inside the bag. The guy (Tebogo) who was answering my call at the Pep costumer care in his response was I can't help you, this has nothing to do with us, you didn't take an insurance that's your lost and hang up the phone. Like what kind of service is this I bought items worth R37450 and got lost by them and get to told I will only get R500 and the is nothing else can be done. This is a daylight *******. If possible can I be help legally with this matter.