Aramex don't keep to there promise of delivery

I had a parcel that was put in the drop box at Mega City mall pick n pay on the 23 December , today is the 28th december and I checked online it doesn't show up on the tracking, I contacted pe branch where Damien who was very helpfull said he will try and find out why my parcel wasn't picked up, I phoned Jhb Aramex branch, I was put on hold for several minutes then a customer service man told me the parcel would only be collected maybe tonight, and they make use of outside people to pick up for them and they have 72 hours to do so, but this is not what they advertise, I have asked the receptionist koketshwa to put me threw to a manager and she informed she can't do that I must speak to customer service once again she put me threw after holding on for a very long time I then spoke to Archie and explained that I would like to speak to someone in charge he then transferred me to thozama the supervisor , but I was holding on again for very long time , I have given up trying to see where my parcel is , Damien from port elizabeth is busy now trying to help me , I think this is extremely unprofessional service , and why pay R 99 for delivery and then you have to wait so long ,