Royal Mail - Royal Paid

I paid for their fast, 24 hour tracking service, but the item never arrived. I also am disappointed with their so called customer help desk. It is simply not possible to get any human to talk to, and they do not have an option in their self help how to resolve undelivered parcels. I and the vendor have given up on them, and the vendor has offered to refund me in full including postage fees. How can a so called reputable organisation like this be so useless??