Evri complaint: I lost my parcel and when I asked question for rufund do not get answers

I had a parcel to return to Frasers, they picked up the parcel on Sep 16th 2024bu the parvel has not arrived yet. I tried to find any way to communicate with Customer service, but they only have to options:
Option 1: Make a phone call to their phone number, you will get only an answer machine asking for the last 8 number of the tracking number, then the answer machine reploies that it could not find this number in their system and the line drops.
Option 2: contact via Chatpot, I type as a key word Lost parcel, it asked for tracking number, the chat pot finds the delayed parcel, I chose request a call back the chatpot asks for an email instead.
after providing my email, I got a response from someone named Claire asking to bearing with her as they could not find the parcel.
After 5 days I got and email from Claire saying the it is obvious that they have lost the parcel within their network, she asked me to contact shipper to see what options I do have, but the thing is that I am the shipper, and there is no one else to contact.
The only thing I get back from the customer service is asking me to bear waiting and they are going to keep looking for the parcel without providing a timeframe for how long I am going to wait.
Everytime I send email to the customer service, specifically Claire, I receive no answer at all.