Pudo didn't collect my parcel

I made an order on the 17th January and it was never picked up and it got cancelled today the 23rd and my money has not been refunded back. They responded that i must just do an order again and they are not going to refund me for the services they did not render because they attempted to collect my parcel twice and did not succeed. It is the 3rd time they are collecting my order in the same place, why would this time fail to get it. They are just ****ming me because they didn't collect my parcel