Evri complaint: Latest crazy email from Evri support

I am now, over 10 emails in re this issue.
I sent a package, it was returned to me, as the courier claimed nobody home, yet the buyer is at home 24/7 and no delivery attempt was made. I had to pay to resend the package, which is what i am contacting Evri support about, on the same day, another parcel went missing, it has never been located, i was promised a refund of £20 plus postage, but to date, nothing on this either.
Today, i get this, from Sophie at Evri —
Update on your parcel

Dear ALAN,

Thank you for your reply regarding parcel reference C00HHA0384476209.

I’m sorry to hear your parcel still hasn’t been located. I would advise that you contact the shipper as they will be able to discuss a potential replacement or refund with you directly. I will inform the courier’s manager of this outcome.

I’m sorry for the inconvenience regarding your parcel delivery.

Kind regards,

Sophie,
Evri Customer Services

Tracking will maybe explain more – C00HHA0384476209