Lost parcel, poor communication

Had the most awful service. I sent out a parcel which was not logged in by the driver or the warehouse. I received a mail saying it had been delivered. The recipient did not receive it. When she contacted the Pretoria branch, they advised us to speak to the operations manager Timothy in JHB. From the start he offered the most pathetic service. For 3 days they were searching camera footage looking for the parcel. After a week, he sent me a message saying we would be refunded and I needed to send a cost invoice. I was selling an item on Facebook market place so I sent him proof of that. Now it has been radio silent for almost 2 weeks. I have sent 3 messages with no response. This is the most pathetic service.