PEP STORE BLOEMFONTEIN NEGLEGENCY

I am receiving extremely bad service from Pep Store Bloemfontein Central Park, we used pep to send a package from Pep Centurion, package was received and scanned at the destination(Pep Central Park) however an hour later when my son went to pick up the parcel, the parcel wasn't found anywhere and there was a cell phone P40 with a contract sim in it, pocket router and 2 sweaters in the package but we are told that Paxi can only cover for R500 according to their terms and condition, what i do not understand is why is it that the package was scanned and received in the store but they cant find the package. They are not willing to help at all the lady at branch said when they view the camera it will be on our own cost, the Area Manger manager said there are no cameras in stores. Meaning we have to accept that Parcel cannot be found just like that. Can someone please intervene.