Shippo ‑ Simplified Shipping

All was fine until first lost package. $700 package lost and have been told by chat support for 3 days the case manager would call us about it, since we can not communicate directly with FedEx because shipment was through Shippo. Rep has still not called and we have no update to provide the customer for a package that has been lost for over a week. Continue to get the run around from their chat and no proactive communication from Shippo.