No transparency with support agents.

Good day I booked a parcel on the 5 Nov. Lock***4, the agent said the parcel to be collected is too big, I then asked her numerous times to increase the size to the largest collection and tale the money off my account. She didnt, pin expired parcel was cancelled and no refund/credit returned. I have since asked the supplier to pack all my parcels including that one into smaller parcels. and I have booked another 4 waybills. I am now scared I will lose this money again as well as the pins will expire. I feel like this was a awful experience yet I am a good client spending thousands on the courier guy every year. And poor service and lack of transparency make me loose faith in the courier guy, and I will have to look for an alternative service who does not give poor customer service and ignores clients requests and offers no solutions.