Customer call center essentially defunct

I attempted to schedule a parcel for collection via their online portal, the web interface crashed after the payment went through successfully. As the parcel was urgent I tried a second time and the same thing happened. I contacted customer care to assist to have the parcel collected and process a refund for the second payment. The parcel was collected and delivered the next day but after numerous follow ups, several calls and a lot of frustration I cannot get any feedback on my refund. This has been going on for the last two weeks almost.

Most frustrating thing is that trying to get through to their customer care line is almost impossible. Most of the time nobody answers the phone. If you do get through all they try do is transfer you to another number that nobody answers until the call is eventually dropped. Have to call 5 of 6 times before you get hold of anybody. Dismal customer service.