Pep unwilling to provide a service I paid for

I bought a paxi bag from pep home 5719. Unfortunately, the vacuum bag I used to place the duvet in from my Mom opened and the paxi bag opened. I received a very friendly call from paxi to inform me that I should fetch the bag from the pep where I handed it in. I asked the teller if she will give me a new bag to send or could I use the old bag. She informed me that I can use the old bag. I then repacked the bag with other items I want to send to my mom and sealed it with packing tape. I took it back to the pep to sent the bag. The teller and store manager were rude and said that they will not accept the bag with packing tape and they will not give me a new bag and they will not refund the bag. I then phone paxi and they will not accept the bag or refund me or give me another bag. I have paid for a service that I did not receive and they are not willing to provide me with the service that I paid for. I requested that paxi send me a mail with the detail so that I may take this up with the consumer act – that they did not do.