Extremely bad service- PUDO loses my package??

I received a package via Pudo locker- The courier guy Preller Plein, BFN. On Friday 30/08/2024 I received my message with PIN: 207040. On Monday I went to collect my package as I was out of town the weekend. I was told by the manager- Melony- my package was already picked up. I told her it is impossible as I was not in BFN during the weekend. She brought me a page, signed vd Walt but another pin was written on the document. My surname is also vd Walt. I told her it can be my father-in-law however, he was not aware of the locker package as I did not tell him. I told her the pin is incorrect after which she just shrugged her shoulders. I told her I will check with my father-in-law but I doubt it would have been him. I phoned the branch yesterday morning, an extremely rude male employee shouted at me your process etc etc- no joy. He said he would return my call- no call. I went to the office yesterday after 16h00. I was told that your staff gave my package to another person- same surname. Jackie sent me a WA afterhours, apologizing as she made the mistake. I asked her so if you gave my package to Tjaart vd Walt, where is his package? Did he not return my package in exchange for his package? I was told that he had a collection of 5 packages, so she also gave him my package, thus giving him 6 packages- which does not make sense. HE opened my package saw it was female clothing and immediately threw the package away as his wife will kill him- it does not make sense. Needless to say, the manager- Melony did not assist at all yesterday- to busy checking CCTV footage. Instead of owning the branch's mistake I am being informed sorry your package is lost. Send your invoice and we will reimburse you. Why? what type of service is this? How is it OK for a company priding themselves in a brand- PUDO- but allow this type of gross negligence in their branches? How is it possible that an employee does not know the difference between 5 and 6 packages, after reading the waybill, checking the PIN- by the way- we receive an unique pin per sms- and still give out 6 packages on a 5 package waybill? My package was collected 09:19 on Saturday morning. I am sure that when you check the CCTV footage, the shop would not be swamped with customers, even so, your employee has to ensure due diligence when handing over packages. So, I don't buy the stories of the customer discarding the package because his wife will kill him, mistakes happen, and he could have just returned the package. Your company could even have offered to go and collect the incorrect parcel. My question is- how will you fix this by returning my package or should I open a Theft case? Then the SAPS can go and interview your employees and the alleged Tjaart vd Walt?