PUDO delivers unacceptable service

I was sent a package with Pudo. On 12 June 2024 I received a message that my package has arrived. On the 13th I went to the boxes and my package has been returned. I phoned and complained and was helped by a man and woman who refused to give me their names. They cannot even tell me where the closest box to me is. They said it would be sent back to Johannesburg and I must pay again to have it delivered. SO they will send that package to Jhb and where else, but their system says that is ok. When I arrived home, I phoned again and was helped by Catelin Connol who asked the following: I must prove that the message was not sent on the 11th. How do you prove that? About 5 minutes later I was contacted by the sender and she received a message that it had now been canceled. SO what happens now? Do I just accept that their service level is now in line with SA Government?