What happened to customer service and feedback

I sent my television via The courier Guy on 5 October 2020 as I was travelling to Durban via bus. I received my tv broken beyond repair once it was delivered to Durban by The Courier Guy. I contacted them and was told to send an e mail to their kzn office.I sent an e mail and only after 3 e mails did i receive a reply. After a few days I sent an e mail to follow up what steps where being taken to resolve this matter.I received a reply where they admit the damage to my television happened when it was loaded into their delivery van at the Durban Depot. I was then told they are waiting for the Mosselbay office to make a claim from insurance. After once again receiving no update I contacted the Mosselbay office, The Managaress sent me an e mail with forms last week that I had to fill in and send back. I did that and this morning on 21 October 2020 I once again sent an email that has gone unanswered as to find out hat is happening with this matter. Terrible service from a company that I have been using for 2 years now. This has been a huge inconvenienve to me