Communication system issue penalises customers - they make you pay more to get your delivery

They don't communicate how long you have to collect your parcel from the lockers (on the receiving email or SMS - a system bug on their side) and then make you to pay again to get your delivery. Customer service not enabled to actually help customers. This could be so easily fixed - the parcel was still in the locker when I went to go collect but no one seems willing. Such a shame for what could have been a great service to South Africa and a great opportunity for other businesses.