SAPO does not understand the meaning of the word service

On 26th March 2018, I sent an email to ***@postoffice co,za regarding a query that I had with an International Money Transfer order that had been purchased at Norwood Post Office by a friend of mine who wanted to send some money to her daughter who was temporarily in the UK. At the time , my friend was advised by the clerk at the Post Office that her daughter would be able to collect the cash from any Post Office in the UK, but when the daughter tried to collect the cash , no Post Office was able to help her. I subsequently called in at the ****arney Post Office and was told the same thing and when I explained the difficulty being experienced collecting the cash , they said that they did not understand what the problem was and could offer no solution. I then went to the Norwood Post Office , only to be told the same thing and when I asked how to get a refund was told that it could not be done because " the money was already in the UK, I set all of this out in my email because no one bothers to answer the landline number given for PO Customer Services. I received an automated reply later te same day to say that my query had been received and that I would receive an answer with " 3 to 4 working Days " Needless to say , I did not hear further and therefore on 26th May , I sent another email to ***@ postoffice.co.za and this time , I copied Mark Barnes whose email address I had managed to obtain. Once again , I received an automated reply saying that my query would be dealt with with the same " 3 to 4 working days " but I am still waiting for any acknowledgement from SAPO that anyone has even bothered to deal with my query. I then tried calling Mark Barnes' office at Purple Capital, but was told that he was not available but that his PA would call me - once again , needless to say , no response was received. I subsequently managed to obtain the PA's email address and copied her with my previous correspondence and when I received a message read notification which included the PA's mobile number , I called her , only to be told that she only dealt with Mr Barnes' affairs at Purple Capital . She did however say that she had passed on my correspondence to Mr Barnes and promised to send me his PA's number at the Post Office. Once again and needless to say , nothing further transpired. If you call the Customer Services landline at PO Head Office in Pretoria, same thing - nobody answers . All I am trying to do is find someone who can tell us how or where to go in the UK in order to cash in that money order. Is that too unreasonable a request. Is it any wonder that the Post Office is in such dire straights ?