Forged recipient's signature, careless delivery, damaged goods & zero lack of urgency to compensate

I run an online store and I am an account holder with the courier guy. This latest incident really has brought to light their lack of urgency when it comes to negligence on their part. They have cost me money and they don't care at all how it has affected me.

The delivery driver, upon realizing the recipient was not at home, decided to forge the recipient's signature and just leave his parcel at the gate. The recipient was not called. To make matters worse the contents of the package were damaged. As you would imagine the customer(recipient) was furious and understandably demanded a replacement which I then resent.

I contacted The Courier Guy and after providing proof at their request their operations manager accepted the negligent service on their behalf and promised to re-imburse me with the delivery fee and the cost of the items damaged. That was on 06/10/2020. It is now 21/10/20 and still no reimbur*****t has been received. The operations manager assured me that the re-imbur*****t will have reflected on my account 5 days ago, which it didn't. Upon contacting the accounts department 2 days ago they knew nothing about it at all so I got them in contact with the operations manager. It has been 2 days since speaking to the accounts department and still nothing has happened. I asked if they could kindly let me know how long this will take and all they can say is "we are working on it but unfortunately cant give you a time frame"

I would expect, under these circumstances, for a company to be make amends very quickly when their negligence was this bad. If the items got damaged in transit but got delivered correctly, I would accept that and move on... but the driver forged the recipients signature and just left the package at the gate which in my view should result in immediate dismissal of the driver and immediate compensation for the customer affected.

I constantly have to fish information out of them and not the other way around. Once I have used up the funds that they owe me I will be taking up an account with another courier. Funny enough I know of many other stores who are dropping the courier guy as well. Rather stay away they are deteriorating fast!