My parcel was sent o...

My parcel was sent on the 13 of February and it was supposed to reach my destination on the 26 of February that was the estimation date ...I haven't received it till today and it the 14 of March as I write this ..when I call paxi customer service the keep on saying I must wait for 48 hours and I did that nothing happened I already could them five times and they are all telling me the same thing ..now I asked what can I do to get a refund of my things because those things in that parcel cost me R1000 and they told me I can't until it says my parcel is lost ...what I don't understand if it wasn't lost I would have got it already..I'm real frustrated coz I can't get my money and people wants their orders which was on that parcel ..for me PEP their service is really bad