Aramax not collecting parcel despite multiple requests

A customer requested Aramax as the courier service provider. I booked picked up through trade me and there was no show, I rang the depot and they rescheduled picked up for the next day, no show again, I rang the depot back and they said they would reschedule I asked if they could guarantee the parcel would be picked up, they said they couldn't guarantee a pick up, so I requested the service cancelled and refund, they took my details and never processed the refund, I saw the tracking detail had been changed to rebooked for pick up but Parcel could not be collected, I rang back to speak to a management, the lady put me on hold for over five minutes before answering pretending to be the manager, total nightmare, issue still not resolved 4 days later… trade me, please help.