Refund

I had my parcel delivered to Odendaalsrus Post Office and it is alleged that there was a break-in last year September and all parcels were ******. The Post Office didn't make an effort to call me and inform me that my parcel was ******. I had to find out when I went to enquire about it. I was told to fill out a claim form so that I can be refunded, I submitted my proof of payment. Now the Post Office wants to make my fault that I no loger have a way bill and are constantly asking for things I don't have. Is it not enough that I submitted my bank statement showing that payment was made? It's costly that I have to drive to Odendaalsrus every month to find out why my refund hasn't been processed. It's not my fault that there was a break-in, I want my parcel or my money back.