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@davewil1964 wrote:

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They told me to contact the sender, even though I clearly told them I was the sender when I lodged the complaint. Makes me wonder, if they can't even get that right, hard hard they looked. Maybe they reckon it's cheaper to compensate the occasional complainant than to do a proper search.

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They told me exactly the same thing with my last ticket opened with them for a late/missing item!  I replied asking them how it is they think I'm the receiver when I've told them I'm the sender on the support request. They didn't reply but just closed the ticket without resolving anything!!