Very poor customer service

I went into PEP on market Street (or square) to courier a package to Pietermaritzburg. The manager (I assume) I need to get that PEP store's (in PMB) store code. I called the person to receive the package in PMB to ask her for this code. She informs that the staff in any PEP store can look it up in the system. I then give them the address for PEP in PMB. This teller (Olwethu) tells me I need to get the store code myself. I then give her the address of PEP in PMB, she searches then proceeds to throw the phone in front of me and says (as she walks away from me) "here are all the PEP stores in PMB, YOU search for the one you want". So I ask her "I am the one to search for it?" She then says, without the store code, we cannot help you". She then says "sisi, come back when you are ready and have the code" and walks away. So I keep calling the recipient in PMB and she confirms that that PEP is the only one in that mall and the staff should be able to find it. Clearly they just don't want to assist. The teller (Olwethu) then goes to assist other customers and leaves me. She shouts for her manager (who is in the office at this point) and proceeds to assist other customers. Her manager calls her to the office, she goes, comes back and says nothing to me. So, after about a minute, I ask her if the manager is coming? She says, without looking at me, "without the store code we cannot assist you". So I say, that's alright. Can you please refund me and I'll go to Postnet. She says "we don't refund, get the store code". So I say to her " I am not assisted at PEP store's, I am going somewhere else, please give me my money back. "No refund". So at this point I call PEP customer services to request a refund. I am told to call the courier company direct, she gives me the number. At this point, another cashier comes over to me and asks "what exactly is the issue here? Si I tell her I want to courier this parcel to this address in PMB. She searches for the store and finds it, confirms with me that this is correct and I confirm "yes". She then confirms my details and says "your parcel will be sent. It took her less than 2 minutes to do what the store manager and the other cashier refused to do. The service was appalling, to say the least. Staff refusing to do their job and expecting the customer to do it is unacceptable. I had asked for a few minutes at work to go and send this parcel, and it took way longer than it should have. I would like for that staff to be called into order. I called PEP customer services and reported the incident. I was I formed the area manager would address this and call me, but to this point, it hasn't happened.