Locker to Locker

I have never had issues before but this has been a week long issue that they seem to not want to help with. Firstly their locker wasn't working escalated that - they sent me a new pin, now to my knowledge you are given 36 hours to deposit a package. I went this morning mind you it is now 18 hours since my last communication and the pin is not valid - contacted support via email because their WhatsApp line is clearly "training for dummies" - she tells me that the pin has expired.

Sadly my customer will not be getting their package and Olwethu is clearly not interested in resolving my issue - am I not warranted the same 36 hours to deposit considering their locker was faulty?