Rude cashier - Consumer Complaint for PEP STORES

I sent little brother to send me a my study material package from Pep KwaMhlanga Crossing using Paxi, he was assisted by a certain Makhosonke Lekhuleni who asked him for a store code. He was connected to me and when asked if these store codes were not listed on the Pep database for convenience he then asked me if I expect him to waste his time looking for the code, besides it was impossible to do. He then said he does not assist people who ask a lot of questions. I then told my brother to leave the whole thing and send the package by post, but Makhosonke then refused to refund him the Paxi plastic bag even though it was unused and bought from him a few minutes earlier. After refusing us service and being rude he was now forcing my little brother to post the package using Paxi or forfeit the money paid for the bag. I called Paxi customer care to get the store code and then asked if it was possible to get the code in store, to which the call center agent answered yes, when you type the store name the system populates all available Paxi points to choose from. This is the same thing Makhosonke claimed to be impossible.