Don't believe the 36 hours to deposit Statement

I make use of Pudo very often, approx R3-4k per month. If you contact the Whatsapp support, the support is non existent. I made a booking for a locker as usual. You have 36 hours in order to deposit the package. Yesterday when I went to the locker, they had cancelled my order, 3 hours before the cut off time. When I contacted the "Support", I was told they cannot assist me, I must send an email and request a refund. This is absolutely pathetic. The person that was supposed to assist me was Thato. Hopefully now I can get a reasonable response.