Return Driver Negligence

Logged a return on the 11th of December 2025, the return parcel was collected on Friday the 12th of December at around 09:30 Am by a driver with the number +***9. The following day I receive an sms stating that my order will be collected on Monday the 15th. I called Superbalist that Monday morning and I have been calling everyday since with no update on the whereabouts of my parcel. All I’ve been getting is “we are waiting for an update from the warehouse” how is it that there has been no update on a parcel yet it was collected 5 days ago. This is very disappointing and I hate that I constantly have to buy airtime to call Superbalist for on update. When I track my return now it says it’s been cancelled, I’m sitting with a situation where I don’t know if I will get my money back or not and the Superbalist teams seems to be calm about this whole thing. I am being told that they have never had such an issue before when all I am asking for is a solution to the problem.