Pep gave me the worst customer service

Pep has shown me that they no regard for their customers. On the 21st of May 2021 my sister and I went to Pep at Bluewater Bay, Gqeberha and bought 5 PAXI parcels. We filled them with clothes and gave all 5 parcels to the cashier. She asked for my details 5 times and as it now turns out pretended to capture all 5 packages. I did not check the confirmation SMSes until much later. I only checked them when the recipient told me she received 4 parcels. I told her to go back to PEP becuase I had sent 4 parcels. The Pep in Qumbu confirmed that they had received only 4 parcels. That meant that the 5th parcel never left the Pep in Bluewater Bay, Gqeberha. I then went back to the Pep in Bluewater Bay to enquire about my 5th package. I was told that there was no 5th package at the store and that only parcels had been picked up by PAXI. The cashier who served confirmed that she remembered us and that we had many parcels but she could not confirm how many they were. The till slip however clearly shows that we bought 5 PAXI parcels. She herself on the 21st day of May 2022 asked for my details 5 times for purposes of capturing my parcels. I do not understand what she did with my 5th parcel and why she did not capture it on the system. The casier only captured 4 parcels on the system. Now my issue is where is my other parcel? We have logged numerous complaints but PEP refuses to assist us.