Extremely Poor Service – Lost Parcel and Unprocessed Claim

I sent a package from Port Elizabeth to Johannesburg using The Courier Guy via the Pudo service at their Newton Park branch around the 14th of August (possibly a day or two earlier). I was assisted by Carike at the Newton Park kiosk. Unfortunately, the parcel never made it to its destination in Johannesburg. On the 23rd of August, I completed and submitted a claims form directly to the branch manager, Amoureze. I was informed that the claim process would take up to 15 business days. This seemed reasonable, and I left it in their hands. Today is the 16th of September—well beyond the 15 business day timeframe—and I still have no feedback or resolution. I have been trying to contact the Newton Park branch via their landline, but no one answers. To make matters worse, I’ve now been informed that Amoureze is on leave and, shockingly, that my claim was never even processed in the first place. This is unacceptable and shows a serious lack of accountability and customer care. My parcel is still missing, and the delay in processing the claim has only added to my frustration. I expect immediate follow-up, proper processing of my claim, and a formal explanation for this poor handling of my case.