Poor service

received such poor service from PAXI and their customer care agents. I dropped off my parcel a month ago, it was never delivered, I called 11 times to find out what's happening, they kept saying they will escalate my query and get back to me but not once did they do that, eventually after i spoke to many agents on WhatsApp also, they said my parcel was at the origin store the whole time it was never picked up by the courier. after some back and forth, eventually they gave my parcel back but they refuse to refund me even though i am not at fault????? Will probably never use this service again