Aramex lost parcel, is very confused.

I am awaiting a parcel from Aramex. This is the last status: 2023-04-16 13:11:00 O.R Tambo International Airport, South Africa Under processing at operations facility. Contacting them, they claim it has been marked as lost. Why didn't they inform me? Why are they not updating the status? The shipper can't do anything because they think it is still on the way? The WhatsApp agent is slow and non-responsive? Why must I as the client deal with it and inform the shipper? You should deal with it. You lost it.