Terrible service

Today I sent my sister to Matsulu pep store to send a parcel via pep paxi. She was told that they can't assist her since she doesn't have a code for the other pep where we are supposed to collect our parcel from. I asked if they could call the other pep to get the code they said NO they can not is not their job to do so "pep is not paxi" that was a very terrible service experience from (PEP Matsulu 1203) my question is how can one say they can't call the other pep but is pep to pep.