broken parcel

Hi have sent aparcel thru u guys and the courier broke it i have insurens on it and i have claim it back 3 weeks ago last week a lady phone me and tell me she will sort everting out that day and phone me before the end of the day and iam still waiting for the phone to ring and to tell me your ewallt has been credit evertime i email u guys u just said please note it takes 14 to 21 days well it has been now 21 days i have put a claim in on the 27 jan and only find out when he email me the terms and condions that i have to pay R200 for the claim but my claim was only R245 so iam only going to get R45 out this is a joke really big one iam a really good client i ship with u guys almost everyday but now this is happing