Takealot - Missing item for collection

I requested a return for items from different orders. All 4 items were collected by the same driver. The driver did not specify which items he should be collectiong and loaded all 4 items. This took place on 2 December 2022. On the following Monday another Takealot driver called regarding the collection of a treadmill. I then said that it was already collected. The driver said he would follow up and that I should 2 as there was a mistake in Takealot couriers part. The other 3 items were accounted for and the refund processed. But on 19 December Takealot status for this item changed to return cancelled. I have never requested a cancelation of the return and am now missing a treadmill and R5300. I am frustrated as it Ota impossible to not be able to track the item or the driver who collected it if the other items collected by the same driver were accounted for. Whether the couriers are internal employees or outsourced drivers, Takealot is still responsible for the items when with the drivers. I would like to request to escalate the matter as the consultant that contacted has said that she cannot assist further.