Urbanic — Refund and pick up not been processed despite being picked up since pick up partner lost the tag

I have been struggling with Urbanic for over 20 days now. The pick up partner lost my tag and he's unable to process my request which means that my parcel has been lying in the Delhivery warehouse for over 20 days. I have reached out to Urbanic over 50 times and their bots just keep giving the standard replies and no substantial action have been taken!! Now the pick up partner is not taking any responsibility and I have lost 12k as I have no way to reach Urbanic. Kindly help!!!