Faulty locker!

I received my locker number to deposit my parcel but the door was faulty and didn't want to open. After speaking to someone telephonically for hours plus all the email correspondence I was told I would receive a refund on my account and then I can re-send the parcel at another Pudo Locker. It was now been 11 days without receiving a refund. I once again emailed the support group and was told the credit was passed and then a parcel want sent out on the 18th and 19th of December with that credit. Really? How can the drop off locker be on the 19th and then their credit used on the 18th?? How do you use a credit the day before the locker was faulty! Clearly they have no idea what is going on! This document is a script for my daughter that now have no medication because the pharmacy hasn't received the script! Rediculous.