Missing parcel, no lock pin to collect!!!!!!

I have been using Pudo for more than a year now for my small online thrift shop. I have very little issues but when there are issues thei customer service is extremely awful. Their whatsapp chats are pathetic! They respond to you when they feel like it. They are rude as well. I sent a parcel last week and according to them the parcel was placed in the destination locker but their app did not update this and the receiver has not received the pin. Now I am told the pin has probably expired and they have to deliver the parcel to my customer. They asked for her number to arrange and never called her. Tomorrow is Day 6 to deliver a parcel 2 hours away from me, how pathetic is that??? Nonome responded to my whatsapp messages, I was told the manager will contact me which didn't happen! I WANT TO KNOW WHERE MY PARCEL IS BECAUSE THEY WILL PAY ME IN FULL IF IT IS MISSING!!!!!