Lost items from package that was repacked by the courier guy and dis respectful behaviour from the agent who assisted

In April a parcel was deposited into the courier guy to be delivered in Paarl. The parcel was repackaged by the courier guy but not all the items were in the new package. The klient confirmed that the package was received but not all items were in the parcel. I made an inquiry to the courier guy and they sent photos of the items that were not in the package and I confirmed the items. After a long struggle I was advised to complete a claim form, and they will refund me. It has been a struggle since then. I have to follow up daily on how far the claim is and when it will be paid out. I was then advised the claim has been rejected. When I asked for a reason why the claim was rejected no answer was received. All the communication between myself and the courier guy is on email and whatsapp. 17 July 2024 i again sent an whatsapp to the agent that offered to assist me the replies i got was ***?? How can you speak to a client like this? This is totally unacceptable and I want my money, because this is not my fault that they handle packages disrespectfully and damage the parcels. I hope the correct person receives this complaint and phone me, i can provide you with all the emails and whatsapps. If you cannot deliver a professional service towards a client in any way you are competent to be in such a position.