PAXI PEP -Poor Delivery Service

I went to use Paxi at PEP Cell in Cape Town to deliver a parcel and after 5 Days my parcel had not left. I recieved an SMS a day after I dropped the parcel stating the my parcel is out on delivery but to my surprise I get a call from Paxi 4 business days after I had dropped the parcel asking me if I cancel my parcel because they have not recieved it and the store is not picking up and they don't know where it is. Today I went to PEP Cell in town to enquire about my parcel and to my surprise my parcel was exactly where it was put on the day it was left. I asked how can a parcel be there for a whole week and not be sent out to delivery, the cashier said it's because collection is not daily and there was a mixed up, I informed them that even if the pick up is not daily ain't no way a whole week can pass without a pick if there service states 3-5 working days and on the 5 day the parcel had not been taken especially if you do not have an overnight delivery service. I proceeded to asking for a refund because I was not going to let the parcel now be picked up 5 days after with a possibility of it being lost in transit. The staff told me they do not do refunds I had to basically stand my ground before I got the funds back. The service with the staff at PEP fell was disappointing and the service with Paxi is the worst. I am not sure what quality control you have in place but it needs to be improved because how can a parcel be reported to have been picked up but it is still in the store, reading reviews now I see people complaining about parcels getting lost, fix the problem.